Every Client Matters
The high level of service we provide to our clients is very important to us. We understand that when people contact a solicitor they are often facing challenging life circumstances or going through important life changes. The last thing they need to deal with is unreturned calls, or having to repeat sensitive and personal information to different people. We don’t want to add more stress to an often already stressful time. We strive to ensure that the service we provide is first class, every time.
Here’s how we do it…
We listen to our clients, understand their needs and only then provide legal advice.
Our solicitors are experts in their individual areas of law, providing the highest quality advice and service. We get results and deliver them in a professional, friendly and efficient manner.
Communication is key for us to maintain strong and trusted working relationships with our clients. From the first contact with the First response team to the completion of the case, we ensure we have regular communication and updates with our clients which is professional, friendly and prompt.
We tailor our approach to meet our clients’ individual needs and go out of our way to make things as stress-free as possible.
Our clients deal with a named solicitor and their team and have direct telephone and email access to them, avoiding message taking or repetition whenever possible.
We have no hidden costs. We are upfront and transparent about our fees from the outset. Where appropriate our fees are often fixed meaning there will be no hidden costs on completion of the case.
We welcome feedback and act upon it: We choose Trustpilot to gather client feedback, which is independent and open to everyone. We are proud to be rated as ‘excellent’. On all property transactions we send out a text to our clients four weeks after the file has been opened to ask them to rate their experience with us up to that point. We act upon any feedback that is not ‘excellent’ or ‘good’.
We embrace modern technology as part of our everyday practice, for example our conveyancing team provides updates through our own conveyancing app.
We continually monitor our performance and conduct regular reviews of our systems and procedures to refine and improve our standards of care. We are never complacent and recognise the need for consistent improvement.
Our First Response Team
Our dedicated First Response Team sets us apart from our competitors. Managed by Sara, with 30 years of experience in a customer care environment, the highly trained team will often be the first people that you speak to when you make initial contact with us. They will direct you to the correct department and where possible put you in touch immediately with a qualified solicitor. They will provide accurate quotations for our legal services and where it is appropriate, they offer reassurance and initial advice, without legal jargon, to prospective clients. For departments with a high volume of cases, they also monitor client satisfaction as cases progress.
Meet the team: