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Client care and quality policies

Client care policy

Client care is the combination of the following:

  • providing the service you, the client, wish to receive; and
  • providing the best advice and service in a way that satisfies your objectives.

We aim to provide a high-quality, professional service to all of our clients:

  • of the highest technical standard, thorough and accurate;
  • in a manner which is efficient and properly organised, and managed;
  • which is personal at its point of delivery;
  • which responds to your needs and instructions.

We aim to keep you fully informed and up to date with all material events relevant to your matter.

We aim to provide our services to you at a competitive market rate, representing good value for money and proportionate to the subject matter of our instruction and, where we are not working on a fixed fee, to keep you up to date on fees and expenses.

This policy applies to all of our Legal Staff and Administrative Staff.

Quality policy

We aim to provide a quality legal service to a broad range of clients at commercial rates.

The Firm has adopted the above Client Care Policy.

This Quality Policy is reflective of the LawNet Quality Standard. We recognise the need for and advantages to ongoing review and improvement of the effectiveness of our Quality Management Systems.

In pursuance of its objective to provide a quality legal service, the Quality Partner shall report at each Partnership meeting on the following:

  1. any complaints or claims which may have been received or intimated;
  2. file reviews which have been undertaken;
  3. client feedback received; and
  4. results of any internal or external audits.

The purpose of the above reports is for the partners to draw conclusions, identify weaknesses, and, where possible, consider corrective action.

The reviews will build into a record, enabling us to compare performance between previous periods in previous years to monitor whether continued improvement is occurring.

The partners will either make strategic decisions or delegate them to the Management Committee, with any procedural measures passing to the Managing Partner for implementation.

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What they say...

  • C Smith, March 2025
    “As executor of a will it was a relief for a solicitor to act on my behalf as though no disputes it was still a lengthy and complex process. It was dealt with mostly by Charlotte B. who kept me informed at all times. She explained the process c

  • Marc, March 2025
    “RIAA Barker Gillette were engaged to handle a real estate transaction with unusual circumstances. As a non-UK resident unfamiliar with English conveyancing procedures, I felt completely satisfied with the depth of the information and explanati

  • Leigh, March 2025
    “Instructed Martin on my first property purchase. He was a delight to work with, kept me informed and updated regularly. It was an incredibly smooth and quick process. Couldn’t be happier.”

  • Ms Brownell, March 2025
    “Patrick was amazing from start to finish. He made the process so easy, and explained each step in detail ahead of time so I’d understand what would happen and when. He was incredibly organized and noted every detail, calling out things t

  • Roman Cassini, February 2025
    “Peter Wright – highly recommended solicitor, helped us though a complicated flat sale with consummate professionalism.”

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