Solicitors & Estate Agents

Customer Service Charter

Our Charter sets out our commitment and the standard of service we aim to provide to all our Clients.

Mission Statement

We are committed to providing a high quality, professional service which satisfies all our clients' requirements. We are also committed to giving clear, consistent, accurate and prompt advice.

Our Commitment

  • Maintaining a professional manner.
  • Using plain or easy to understand language.
  • Being polite, courteous and helpful.
  • Listening carefully.
  • Providing clear and accurate information.
  • Responding to enquiries and requests promptly.
  • Being transparent, confidential and accountable.
  • Being accessible.
  • Advising of all relevant timescales.
  • Continuously striving to improve our service standards.

Our Service Standards

We aim to:

  • Answer all telephone calls within 20 seconds.
  • When telephone calls are more complex, arrange to call you when we have the relevant information.
  • Respond to letters and e-mails within 3 working days.
  • Keep you informed if we cannot answer your enquiry or request immediately.
  • Respond to feedback and complaints.
  • We will use plain English when we talk, write or phone. We will present all messages and documents in a clear, straightforward and concise way.

You Can Help Us By

  • Giving us all the information we need.
  • Letting us know if you have any special needs.
  • Letting us know how you can improve our service.
  • Asking us to explain anything you are not sure of.