Quality Assurance

There is nothing more powerful in business than having principles that you hold on to passionately and require those around you to believe. One of our core principles is a commitment to client service. We believe that clients buy service as well as solutions.

The fact that we take client service seriously has been recognised by the Legal 500 which commented on the firms ’rapid response times’.

A commitment to excellent client service is reinforced through staff training and incentive schemes. It is also supported by a set of Quality Assurance Standards that accompany every new engagement letter.

• Identify and utilise the most appropriately qualified and experienced members of our team to work on allmatters. 
• Respond to all telephone calls and email correspondence within 24 hours.
• Report immediately on any real or perceived conflicts of interest and address them.
• Investigate all complaints efficiently and report the results including any action taken promptly.
• Communicate in plain English and avoid wherever possible the use of technical or legal jargon.
• Transparency on fees.
• Provide opportunities to give feedback on the level of our service in a questionnaire that will accompany our final invoice.
• Utilise the completed questionnaires to identify and address trends and reward good performance.
• Treat all information pertaining both to you and to the matter on which we act for you with the utmost discretion and confidentiality.