Client Service Charter OLD
Viberts is independently accredited by Lexcel, which is the Law Society’s legal practice quality mark for practice management and client care. In keeping with our values of being pragmatic, supportive, dedicated and people focused we aim to provide the highest level of service and care to all our clients, and consider it important that our clients and staff understand the expectations of the other. This Client Service Charter sets out those expectations and is part of our overall commitment to ensure clients are satisfied with the service we provide.
We will provide quality legal advice that is clear and in plain English.
We will respond to or acknowledge your communication within one working day.
We will endeavour to provide you with an appointment as quickly as possible and will be punctual when attending pre-scheduled meetings.
We will provide you with the right solutions because our primary aim is to achieve a successful outcome for you.
We will act professionally, ethically and with integrity.
We will assign the right person to your case, taking into account your needs and expectations.
We will ensure all matters will be supervised by a partner and you will have access to that partner.
We will be open and transparent about our fees at all times, providing you with carefully prepared fee estimates from the start.
We will ensure where appropriate you are offered a choice of pricing options.
We will ensure any bill we send you will be clear and itemised, showing the work carried out and the amount charged.
You can help us provide the service you deserve, if:
You clearly inform us of your objectives and expectations.
You give clear instructions.
You ensure we have understood each other correctly and communicate to us if you are not sure about any advice given to you.
You respond as soon as possible to any requests for information or instructions.
You appreciate that we have to follow a strict professional code of conduct.
You let us know immediately if you consider your expectations are not being met.
If you want to provide feedback, positive or constructive, there are a number of ways to do this:
- Send back the feedback form you receive from us once your matter has been resolved
- Download the feedback form from the web site www.viberts.com
- Call, email or write to us.