Our Client Care Charter and Quality Policy - Lewis & Dick Solicitors

OUR CLIENT CARE CHARTER AND QUALITY POLICY

Lewis & Dick are committed to delivering a service of a high standard and providing our clients with the highest standards of care and advice.

We are members of LawNet which is a group of independent law firms, all with common goals as to service standards and quality. Through regular audits and our implementation of their recommendations, we are pleased to confirm that we have maintained our LawNet ISO9001:2015 quality standard accreditation.
Lewis & Dick are also member of the Conveyancing Quality Scheme (CQS) which is a recognised quality for residential conveyancing practices. Lewis & Dick are proud to have achieved the standards of practice and integrity required to be accredited by the Law Society’s Conveyancing Quality Scheme.
Our commitments to you:

Listening:

• We are committed to listening, understanding, and helping you achieve your goals.
• We will ask you what you think about our service which includes asking you to complete a client satisfaction survey.

Communication:

• We will avoid legal jargon and use plain English when explaining any necessary legal terms to you.
• When you contact us to discuss your sale or purchase, we will clearly explain the steps in the process and what you can expect from your case handler.
• We will communicate with you in the way you prefer.
• We will tell you how long we expect things to take and update you regularly on progress.
• If you contact us (by telephone or in writing) we will respond or acknowledge receipt of your communication promptly; wherever possible within one working day.
• If the issue is more time sensitive or you tell us you need a response in a particular timeframe we will endeavour to meet your requirements.
• We will inform you about any problems as soon as we are aware of them.
• We will work in line with the quality standards of the Law Society’s CQS.
• We will communicate to you if we receive or pay a referral fee.

Looking after you:

• All our clients are valued, important and treated fairly.
• We will let you know who will be working with you and give you their direct contact details.
• We will let you know what to do if you need to contact us out of office hours.
• We are committed to providing excellent service that takes your needs into account.
• We will be polite, approachable and professional.
• We will protect client confidentiality including your data protection rights.
• We will make reasonable adjustments for disabled clients.
• We will ensure that before we accept your matter that we have sufficient resources and competence to deal with the matter based on the information that initially provide to us.

Fees:

• We will be open and transparent about our fees at all times, providing fixed fees where possible.
• Where not possible, we will give you the best information that we can on the likely total cost of your case at the outset.
• Should anything alter we will contact you before we incur any additional costs.
• Any bill we send you will be clear, describing the work done and amount charged.

Our people:

• Our firm is committed to ensuring that our clients are central to everything we do.
• We will ensure our people are properly resourced and have the appropriate training.
• When assigning the right person to your case we will take into account your needs, expectations and budget.
• We are committed to providing a positive working environment for our people.
• Our firm is regularly audited to ensure we maintain the high standards required to maintain the quality marks we hold.
• We will check we are providing excellent service by regularly monitoring client satisfaction surveys.

To provide you with excellent service, we need you to:

• Tell us what your objectives are and be clear about your expectations.
• Respond as soon as possible to any requests for information.
• Let us know straight away if anything changes.
• Work cooperatively with us to set and achieve realistic timescales.
• Appreciate that we have to follow a strict professional code of conduct.
• Help us to keep working for you by paying our invoices on time.
• Let us know if we are not providing you with the service you expected.

If things go wrong:

• If things go wrong or you are less than happy with our service please tell us immediately – we welcome your feedback as it helps us provide a better service.
• If we cannot resolve the problem we will let you know who to contact with your concerns.