Client Care

Cont...

We will also explain our internal complaints procedure, so that the client will know what to do in the event that he or she is not happy with the service provided. The client will be given the name of a partner to whom a complaint may be made. If a complaint is made, that partner will endeavour to respond within 21 days, explaining to the client the action proposed and the client's rights in the unlikely event that the client is not happy with the outcome. All complaints are centrally recorded.

Whilst we are dealing with a matter for a client we will provide the client with copies of important correspondence received or sent by us. We will endeavour to return telephone calls on a "same day" basis and deal with correspondence within 48 hours of receipt.

Once a matter has been concluded we will write to the client to confirm this and to advise regarding storage of the client's files and documents. After the conclusion of a matter clients are sent a "Client Care Questionnaire", asking for the client's views on the quality of service provided, and suggestions as to any areas where our service could be improved.

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