Policy on client care and quality of service

How enquiries will be dealt with

All personnel at all times consider the need to perform to the ‘four Cs’ of competence, confidentiality, commitment and courtesy.

Competence

The firm will accept instructions only where it can meet its commitment to the provision of an expert and professional service to clients. Before taking on a client the firm will ensure it has sufficient resources and competence to deal with the matter. Where the firm is not able to assist, the person will be directed, if possible to an appropriate provider of legal services.

Confidentiality

All solicitors are bound by rules which require confidentiality in all dealings with clients. This means that nobody may reveal to any outsider the nature of instructions provided or advice given to any client, other than in the pursuit of the client’s instructions or in accordance with legal duties to do so, as under money laundering legislation. In most circumstances it will also be inappropriate to reveal that the firm is in receipt of instructions from any named client. Breaches of confidentiality will be treated by the directors as a serious disciplinary offence.

Commitment

Clients seek legal advice for a variety of reasons, but many approach the firm when they are vulnerable and in turmoil, whether in their personal lives or their business activities. All clients are entitled to expect a real commitment from the firm in handling their instructions, and for the firm to attach appropriate priority to their requirements As a guideline, the following are basic standards that are common to all working within the firm:

•  All clients must receive a client care/terms of business letter and copies of all substantive correspondence both letters sent and received.
•  Telephone calls, particularly from clients, are to be returned the same day, if at all possible.
•  Correspondence of any sort is generally to be dealt with on the day that it is received.
•  Letters to clients and other solicitors are to be written in plain and succinct language.
•  Appointments are to be given to clients without any undue delay.
•  Check lists of matters to be dealt with will be maintained in the file.
•  Within every period of four weeks, at the very longest, clients must be reported to in writing as to the progress of their case or, where appropriate, the reason for lack of recent progress, and every six months, reported to in writing as to the current costs incurred upon their matter, and the likely costs involved in bringing it to a conclusion.
•  The firm’s Third party referral procedure must be followed
•  Staff must follow the guidance given regarding provision of reasonable adjustments to clients.

Courtesy

All clients are entitled to be dealt with in a respectful and courteous manner. This will have many implications, from not keeping clients waiting in the reception area without explanation, to showing them the way to and from meeting rooms, to returning telephone calls and e-mails as a priority and generally taking an interest in them and their problems. The firm should show a genuine concern for its clients by doing its best to help them.