What is Client Care? We believe that it consists of four main themes:
- Courtesy, and, of course
Law firms are heavily regulated and we have to prove, not only to our clients in the work that we do, but also to the Law Society, the Solicitors Regulation Authority, the Legal Aid Agency and various other interested parties that we provide excellent standards of client care. We are pleased to report that all of these external bodies say that we do.
So do our clients. Almost all of the feedback that we get from clients is positive and, when it isn’t, we take on board any comments and where applicable we review and improve our procedures. We know that coming to see a solicitor can be a daunting experience for many people and is something that is often done out of necessity rather than choice. We want to assure you that we will do everything we can to make the process as easy as possible by following these guidelines.
We will always:
- Find out what you want to achieve
- Advise whether these expectations are realistic and achievable
- Represent your interests
- Keep your business confidential
- Deal with your enquiries courteously and promptly
- Not discriminate against you for any reason
At the outset of the matter we will confirm, in writing:
- The name and status of the person looking after your matter
- Your instructions to us
- The advice given to you
- What action we will be taking
- The best indication we can give you of the cost involved, and our charging rate
- An estimate of the approximate time the matter will take to complete
- Any action we need you to take and any information we need from you
As the matter progresses we will:
- Keep you informed of developments
- Advise you of any delays and the reasons for them
- Inform you if our cost estimate needs to be revised or if there is a change in personnel dealing with the matter.
We have a legal duty to undertake money laundering checks and, where necessary, release information about money laundering to the authorities. As Solicitors we also have a duty to the Court. These duties will always override the duty of confidentiality or the requirement to put your interests first.