Call Us: 0208 848 9988
FAX: 0208 561 0101
Link House, 1200 Uxbridge Road, Middlesex, UB4 8JD
Frequently Asked Questions
We thrive on repeat business as well as recommendations from existing and potential future clients. Therefore, it is extremely important to us that we provide an excellent service. Our many satisfied clients are our best ambassadors.
Will it cost a lot of money and will I get what I pay for?
We won't lie to you, buying legal services is not like buying a bar of soap. It's not cheap, and, yes, to an extent, good advice costs money. But, we make certain promises to all of our clients:
What if things go wrong? Where does that leave me?
In the unlikely event that you are unhappy with the outcome or/and our service, we operate an in-house complaints procedure with a dedicated client care partner at a senior level who will take your complaint very earnestly. We value complaints from unhappy clients, because nobody's perfect, and we like to learn from our mistakes in order to further improve our service to you. So, complaints have a value to us too, even though we prefer happy clients. If, having complained to our client care partner, you are still not happy; you can make a formal complaint to the Legal Ombudsman who has the power to make a binding order against us in your favour if they think we have fallen short. And, if that's not enough, then for good measure we carry millions of professional indemnity insurance cover against the risk of negligence claims (at not inconsiderable cost to ourselves it should be added). Fortunately, our claims record is excellent, so we rarely need to call upon it, but it is there to give you peace of mind, that if the worst does happen, you won't be left empty-handed. We are also required, independently, to provide our services to you in accordance with the Solicitor's Code of Conduct and various other rules and regulations which are required of us by our regulatory body the Solicitors Regulation Authority (SRA) who may audit us from time to time to ensure that we are complying with the professional rules and regulations which apply to us.
Who will I be dealing with?
Your case will be dealt with by a named lawyer. If there is a need for more than one lawyer to deal with aspects of your case, you will be told at the outset. Complete details of who will be acting for you, their status and their hourly charging rates (unless it's a fixed fee case) are set out in our comprehensive client care letter and terms and conditions which you will be sent at the beginning. Accountability and approachability are two of our keystones, so we promise (there we go again!) that you will not be pushed from pillar to post by some anonymous call-centre operatives who haven't a clue who you are or what your problem is. We pride ourselves on personal service, and that is what you will get from us. Nothing less will do.