Client care is a focal point in the quality of service which our firm provides to clients. It is therefore essential that it is constantly improved and updated. We ensure that we offer all our clients the Commitment, Communication, Confidentiality and Courtesy when providing a service.
We are heavily regulated by the Law Society and theSolicitors Regulation Authority and therefore we provide excellent standards of client care not only to our clients but also to all other parties involved in client matters. Being part of the Conveyancing Quality Scheme requires a firm to provide outstanding client care and support especially when dealing with clients undergoing what could be a stressful period. We pride ourselves in being able to deliver this service and our clients of course acknowledge the efforts we put.
Client feedbacks are key in ensuring that we evolve our service and practice. We are pleased to confirm that nearly all our feedbacks are positive and where we receive any criticism, we ensure reviews are taken place to improve our service.
Visiting a solicitor for the first time can be a daunting experience; but we assure you that we will do everything we can to make sure that you feel comfortable and take the pressure off your shoulders.
When carrying out our duties to you, we will ensure the following:
- Find out what you want to achieve and advise whether these are realistic and achievable
- Represent your interests at all times and keep your matters confidential
- Dealing with your enquiries courteously and promptly;
- Not discriminate against you for any reason
- Confirm your instructions and our advice at the outset
- Provide you with a clear plan of action as to how your matter will be dealt with and by whom
- Indicate as to the time and cost estimate of your matter
- Keep you informed of all developments in the matter as it progresses and advise you of any potential delays and how to overcome them
Please note that we solicitors have a legal duty to undertake money laundering checks and, where necessary, release information about money laundering to the authorities. We also have a duty to the Court and Tribunals. These duties which serve a public interest will always override the duty of confidentiality to our clients.
Our complaints procedure
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you are not happy with that outcome, then you can complain to the Senior Partner, Mr S Srikanthalingam, who will endeavour to resolve the matter/take appropriate action. If you would like to make a formal complaint, then you can read our full complaints procedure in accordance with the pack provided in our client care letter. Making a complaint will not affect how we handle your case.
What to do if we cannot resolve your complaint?
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
Within six months of receiving a final response to your complaint
No more than six years from the date of act/omission; or
No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour?
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.