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Client Charter

In order for us to provide you with a Stellar Service we make several promises about the standard of service and advice you can expect to receive. The Firm was awarded the 2013  LawNet Mark of Excellence Award in recognition of its commitment to delivering excellent legal advice and service.

Most recently the Firm's Client Charter was accredited with the Crystal Mark by the Plain English Campaign, reinforcing our commitment to ensure all of our communications are in Plain English, in accordance with our service charter.

Click on the promises in the Charter below to find out more about each one:

Hub Legal National Recognised Standards Using Our Connections Corporate Social Responsibility Personal Legal Advisor Bespoke Service Plain English Clear Costs Information Achieving Your Goals Prompt Response Keeping You Informed Client Charter

National Recognised Standards

Work to nationally recognised quality standards, to make sure you receive a stellar service.

Not all legal practices are the same and we are proud to have achieved practice-management accreditations to the ISO9001:2008 (LQS),  Lexcel and the Law Society’s Conveyancing Quality Scheme standards in recognition of the high level of service we offer.

We are also recommended in the Legal 500 and Chambers UK directories, both of which are seen as the definitive guides to the UK’s top-performing law firms.

We will check we are providing you with a stellar service by regularly monitoring client satisfaction. This will include 'mystery shopping' and asking you to fill in a satisfaction survey.

Using Our Connections

Use our connections with the wider professional community, to add value to the service and legal advice you receive from us.

We work together with other professionals who you have instructed. We are also able to recommend accountants, banks, surveyors and other experts that you may need.

Corporate Social Responsibility

We are committed to providing a positive working environment for our people. Our 'One Team' approach looks after our exceptional people and our clients, because people who feel involved provide a stellar service.

Listed “1 Star” in the Sunday Times Best Companies Survey, we are committed to corporate social responsibility and the important role it plays in us continuing to provide a stellar service.

Personal Legal Advisor

Give you your own personal legal advisor.

We appreciate that it is important to keep a personal touch, so we will let you know who will be dealing with your matter from the start, give you their contact details and let you know who to contact if they are not available.

Our exceptional people are our strength. We pride ourselves on having a dedicated team of more than 100 legal advisors who have the specialist knowledge, appropriate training and experience to deal with your matter.

Bespoke Service

Listen to your requirements and provide you with a service and legal advice specially tailored to you.

Everyone is different and we know from experience that no two matters are the same. Because of this, the legal advice and stellar service that you receive will be specific to your own individual requirements and aims. (By stellar service we mean that our exceptional team choose to exceed the expectations of every client, making them feel, valued, important and special.)

Plain English

Agree on a course of action and explain, in plain English, the work that will be involved.

Unnecessary legal jargon can be confusing. We will provide you with a clear and concise outline of the work that is involved and give you the help and advice that you need.

Clear Costs Information

Provide, from the start, information about our fees, and update this information at least every six months.

You will want to know how much our advice is going to cost, and rightly so.

Whether we have agreed to go ahead on a fixed fee, 'no win no fee', or 'time spent' basis, we will confirm this at the start.

If your instructions change, or anything arises that may effect costs, we will discuss this with you.

Any bill we send you will be clear, describing the work done and amount charged.

Achieving Your Goals

Tell you about any risks there may be in achieving your goals and offer suggestions for alternative action.

We know that not all matters are straightforward and that sometimes things change. We will identify any risks, give you advice about them, offer solutions and explain how any new developments affect your requirements.

Prompt Response

Respond promptly to your calls, letters and emails.

If you call and your legal advisor is not around, a member of our team will arrange a convenient time to call you back.

When you contact us you can expect a response or an acknowledgement within one working day, telling you when we will reply to you fully.

We appreciate that you may need our help outside our normal business hours. If this is the case, please discuss this with your personal legal advisor who will tell you what to do if you need to contact us outside office hours.

Keeping You Informed

Tell you about our progress throughout.

We will tell you about our progress and any developments. From the start, we will give you an estimate of how long the work will take, and update you with any changes to this timescale.

To provide you with a Stellar Service, we need you to do the following.

  • Tell us what your aims 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.
  • Co-operate with us to set and achieve realistic timescales.
  • Appreciate that we have to follow a strict code of professional 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 and if things go wrong. If you are less than happy with our service please tell us immediately.

We welcome your feedback - it helps us provide a better service to you. Please tell us what you think about the service you received by completing our customer satisfaction survey.

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