Client Satisfaction

We are, as a business, dependant, on satisfying our clients. The vast majority of our work as solicitors comes to us as repeat business – clients we have acted for in the past coming back to us when they need legal advice again - or by way of recommendations from clients we have already acted for. We know that clients will only return to us and will only recommend us to their family and friends if they feel we have provided them with the best possible level of service.

What do we do to ensure client satisfaction?

Our aim is to provide high level legal advice at a reasonable price. We aim to deliver our advice and provide our services in a user friendly and efficient way. The steps we take to ensure this include:

• Taking the time to understand your instructions and making sure that we understand what you want to achieve from instructing us to act on your behalf.
• Ensuring that you understand the advice we are giving and the steps we are going to take on your behalf.
• Responding to your letters and calls promptly. We know how annoying it can be when telephone calls are not returned.
• Progressing your case as quickly and efficiently as possible. We recognise that most clients want to move their case from start to finish in the shortest possible time.
• Dealing with costs fairly and transparently. We will tell you what your case will cost and will keep you updated about costs on a regular basis.

What do our clients tell us about how we are doing?

We ask our clients to complete a feedback questionnaire at the end of their case and each response is read by our Managing Partner. We take on board and respond to all constructive criticism. We monitor the feedback we get and our statistics tell us that of the clients who returned questionnaires:

• 96% were either very or fairly satisfied with the service they received.
• 97% thought the information and advice provided was easy to understand.
• 97% felt that are staff were informative.
• 97% believed that they were kept up to date with progress on their case.
• 97% felt that we listened to them.
• 96% were certain or likely to recommend us to other people.

What if things go wrong?

We recognise that things can go wrong even in the best run organizations. Part of our commitment to client care involves us accepting and acknowledging any mistakes we make. Any client complaints are dealt with and investigated personally by our Managing Partner. If we have made a mistake we will acknowledge it and apologise and we will take steps to put things right. We are pleased to say that we have a very low level of complaints.