Client Care Policy

We will

  • Treat you fairly and with respect
  • Act in a courteous and professional manner
  • Communicate with you in plain language
  • Take the time to listen to you
  • Work with professionalism and efficiency
  • Keep your affairs confidential
  • Update you by telephone or in writing regularly
  • Provide a prompt response to all telephone calls, e-mails and correspondence
  • Explain to you the work required as your matter progresses
  • Update you on the likely timescales for each stage of the matter and update you on any material change
  • Ensure that we have the resources and expertise to deal with your matter
  • Name an individual with whom you can contact to discuss your claim
  • Give you the contact details of the office manager whom you can also contact  on: 0800 0073 777, or by email at
  • If your claim is successful, invoice you on a NO WIN NO FEE basis, on terms agreed in advance
  • Provide you with details of our internal complaints procedure on request