We are constantly striving to obtain the highest possible standards of Client Care and Customer Satisfaction and we ask you to let us know if you feel at any time we are not achieving that level.

Client Care
We will at all times endeavour to: -

	respond to your letters promptly;
	respond to your telephone calls promptly and on the same day if at all possible. If the person dealing with your matter is not able to return your call the same day, someone will telephone you to let you know when they will be able to return your call;
	be proactive in dealing with your matter and be responsive to deadlines;
	adapt to changing needs and circumstances as they arise;
	update you on matters of particular interest;
	be available to you both in and out of office hours, either at your premises or ours, whichever is the more convenient;
	provide a service of Quality and Excellence;
	put your interests first when representing you;
	be polite and considerate in our dealings with you;
	make every effort to explain things clearly, and in terms you can understand, keeping jargon to a minimum;
	send letters to you written in plain English;
	agree with you the type of service you can expect to receive;
	tell you about any developments and update you on progress as your matter progresses;
	treat you fairly, and not discriminate against you; because of race, sex, sexual orientation (sexuality) or disability;
	give you appointments without undue delay;
	achieve customer satisfaction.

Objectives & Benefits
We will: -

	find out from the start what you are hoping to achieve, aim to make sure that your expectations are realistic and achieve that objective as quickly and economically as possible;
	carry out on a regular basis a cost-benefit-analysis to compare the costs against the likely benefits to assess the merits of continuing.

Progression of your Matter
We will: -

	tell you who will be handling your work and if that person changes, we will notify you of the reasons why and who will be looking after your matter to its conclusion;
	provide you with copies of all substantive correspondence.

Working Together

	Whilst we have various duties to you as our client, we can only give you our best advice and service if the information you give us is accurate, complete and prompt;
	In order to achieve the progress that you have a right to expect, we would ask you to respond promptly to requests for information, instructions or documentation.

Client Confidentiality
We will: -

keep what you tell us confidential, and refuse to act for anyone else if doing so could compromise that confidentiality.

Fees
We will: -

	explain what the costs are likely to be;
	keep you informed of costs throughout so that you can work out if a particular course of action is worth following financially;
	provide you with weekly updates on the costs position;
	give you a clear Invoice which shows the work done and the amount charged;
	give you an estimate of costs either to conclusion of your matter or up to a certain stage;
	review the estimate on a monthly basis.