Getting the best from us
a guide for our clients

We want the best relationship between us so that we can help you with your matter. This leaflet tells you:-

• who will look after your matter;
• who the supervising solicitor will be;
• when our office is open;
• information about our costs;
• how you can help us offer the best service; and
• what to do if you are concerned about the way your matter is being dealt with.

Office hours

Our office is open from 8.45 am to 5.15 pm every weekday. An after hours telephone service is available outside normal office hours. To access this number please telephone our office after hours and the number will be provided on the answering machine.

Appointments can also be made outside office hours by arrangement.

Our service to you

Our aim is to deliver a high standard of service. We shall advise you of the basis upon which the costs will be charged and, if reasonably possible, an estimate of the costs (including disbursements) of the matter.* HOW YOU CAN HELP US

• Give us clear instructions.
• Tell us if you have any important time limits.
• Tell us if you have changed address.
• Make sure we have understood each other correctly. Ask us if you are not sure about anything.
• Deal with any important questions that arise promptly.
• Keep in regular touch. Do not hesitate to ask for a progress report if you are worried about anything or do not hear from us when you expect to.

If you are concerned about the way
your matter is being handled

• Tell us if you feel you are not receiving the service you hoped for. We want to know if you are concerned about the way your matter is being handled. If there is a problem we shall try to put it right and shall look into your concerns promptly and thoroughly.
• Mention it first to the person looking after your matter.
• If you are still concerned after that (or feel you are unable to discuss the problem with the person looking after your matter) please contact one of the partners who will investigate it and contact you to talk about the problem. This will be at no cost to you.

Partners

James Walker
Neil Readett