Our Service Promise

Most complaints about solicitors are not about the law. They are about not knowing who is dealing with your matter, not being able to reach them, and not being told what is happening. We have written down what you are entitled to expect from us, so that you can hold us to it.

 

You will know who is acting for you

From the moment you instruct us you are told the name of the person handling your matter, their professional qualification, and the name of the solicitor supervising them. You are given a direct telephone number and a direct email address, not a general enquiry line. You are also told who will look after your matter if that person is away, so that your transaction never waits on one person's diary.

​

You will be kept informed

We agree with you at the outset how often you wish to hear from us and by what means, whether that is telephone, email or text. We tell you when something significant happens without waiting to be asked, and we tell you when something has gone wrong just as promptly as when it has gone well. We aim to respond to every telephone message and email by the end of the next working day.

​

You will know what it costs

Your quotation sets out our fee, the disbursements we pay on your behalf, and any supplement that could apply to your particular transaction, before you instruct us. We publish our conveyancing fee ranges openly so you can compare us before you speak to us. If something changes that affects the cost, we tell you at the time rather than in the final bill.

​

Your matter will be supervised

Every file is supervised by a qualified solicitor, and our property work is supervised by our Senior Partner. If at any point you would like to speak to the supervising solicitor rather than your case handler, you need only ask.

 

If we fall short

We would rather hear it from you than read it later. Speak to your case handler first, since most things are put right in a single conversation. If that does not resolve matters, our complaints procedure sets out exactly what happens next, who will investigate, and how long it will take, and it is published in full on this website. Complaints are taken seriously here because they tell us what to fix.

If any of this is not your experience of us, please tell us.