Client Charter

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2. Client Charter

We aim to

• Reply to all telephone calls and e mails received and all other communications within 7 working days
• Be approachable, responsive and pro-active
• Answer your phone call personally wherever possible and provide out of office voicemail facilities
• Charge you only in accordance with our agreement
• Copy you in on relevant correspondence
• Keep you updated as to your case and costs position explaining the reason for any delays and inform you of significant changes to your case and its likely cost impact
• Provide you with the soonest possible appointment
• Deal with urgent matters on the day they arise where possible
• Communicate clearly with you
• Advise you fully at the end of the matter confirming if the matter will need to be reviewed, returning any monies on account to you and returning personal papers to you

If you wish to make a complaint please go to:
 
http://www.sra.org.uk