CLIENT CARE POLICY STATEMENT

 

Jayes Collier llp strive to provide outstanding legal services that are expert, accurate and appropriate accompanied by the highest professional standards of client care. We continually monitor our performance and conduct regular reviews of our systems and procedures to refine and improve our standards of client care.

We recognise that while excellence in legal work is our core function, this must be accompanied and supported by the highest standard of professional conduct and client care. We require all personnel to act with competence, confidentiality, commitment and courtesy.

We will

·                 Offer our services in a pleasant and comfortable environment.

·                 Agree in advance a level of service that you require;

·                 Tell you how your matter is going to be handled and the options open to you;

·                 Give you clear legal advice that you can understand;

·                 Provide with sufficient information so that you can make an informed decision about the services you require;

·                 Represent your interest fairly professionally and competently;

·                 Act in a courteous and respectful manner;

·                 Ensure that you understand what you are undertaking (including the risk of success or loss) and the possible costs involved;

·                 Keep your business confidential;

·                 Ensure that we have the resources and expertise to deal with your matter;

·                 Inform you of the progress on your file and important dates to remember in relation to your matter;

·                 Give you the most accurate information possible about costs at every stage;

·                 Only charge you what has been agreed in writing in advance;

·                 Provide a prompt response to all telephone calls, e-mails and correspondence;

·                  Deal with any questions or queries promptly;

·                  Act in accordance with the Solicitors’ Code of Conduct 2011 and other relevant regulatory requirements;

·                  Inform clients of the availability of our complaints procedure.

Client Care Letter

Once we agree to act for a client we send a “client care” letter, incorporating our General Terms of Business, which (among other things) explains in detail:-

·                 the level of service they will receive

·                 the name of the person responsible for their matter

·                 that person’s position in the firm, and their qualifications

·                 (where appropriate) the name of the supervisor responsible for overseeing and monitoring the matter

·                 details of our complaints procedure. 

Complaints

Jayes Collier llp is committed to high quality legal advice and client care. If you are unhappy about any aspect of the service you have received or about the bill, please contact Anthony Jayes on 0207 291 9110 or by e-mail at a.jayes@jayescollier.com or by post to our office.

We have a procedure in place which details how we handle complaints which is available at on our website or can be forwarded to you upon request. We have eight weeks to consider your complaint.

If we have not resolved it within this time you may complain to the Legal Ombudsman.  If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman at

http://www.legalombudsman.org.uk/ to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).