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OTHER LAW SERVICES
from Bridge McFarland |
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| Standards of Service |
Bridge McFarland have adopted the Law Society Client Charter, as follows:
The Client’s Charter
Whatever legal service you need, you have the right to be treated with care and professionalism by your solicitor. The Client’s Charter is your guide to what to expect from your solicitor in terms of customer care.
Working together
Whilst your solicitor has various duties to you as their client, they can only give their best advice and service if the information you give them is accurate and complete.
A Solicitor will: |
- Put your interests first when representing you;
- Be polite and considerate in their dealings with you;
- Find out from the start what you are hoping to achieve, and aim to make sure that you expectations are realistic;
- Make every effort to explain things clearly, and in terms that you can understand, keeping jargon to a minimum;
- Agree with you the type of service you can expect to receive;
- Tell you who will be handling your work;
- Explain what the costs are likely to be;
- Keep you informed of costs throughout so that you can work out if a particular course of action is worth following financially;
- Respond to your letters and phone calls;
- Tell you about any developments and update you on progress as work proceeds;
- Give you a clear bill which shows the work done and the amount charged;
- Treat all clients fairly and not discriminate against anyone; because of his or her race, sex, sexual orientation (sexuality) or disability; and
- Keep what you tell them confidential, and refuse to act for anyone else if doing so could compromise that confidentiality.
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This is a summary of the main rules and principles that apply to all solicitors
PLEASE NOTE: Other legal and professional duties may occasionally affect the ability of your solicitor to meet all these standards. For example, the legal duty to release information about money laundering or the solicitor’s duty to the court can override the duty of confidentiality or the duty to put your interest first. |
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What to do if you have a complaint
Most people have a good experience with their solicitor, but things do sometimes go wrong. That is why there is a clear and effective complaints procedure in place.
Every solicitor’s firm has to have their own complaints procedure, and you should use this procedure first before going elsewhere.
If this does not provide a satisfactory resolution, you should complain to the Office for the Supervision of Solicitors, Victoria Court, No 8 Dormer Place, Leamington Spa, CV32 5AE. Phone: 0845 608 6565.
After this, if you are still not satisfied, you can take your complaint to the Office of the Legal Services Ombudsman, 3rd Floor Sunlight House, Quay Street, Manchester M3 3JZ. Phone: 0161 839 7262. Email: lso@olso.gsi.gov.uk
For a list of solicitors in your area and lots of other information on legal issues, visit the Law Society’s website at: www.lawsociety.org.uk
You can find details of the rules which apply to solicitors, including the circumstances when your solicitor may not be able to meet all the terms of the Charter, at www.guide-on-line.lawsociety.org.uk |
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| FURTHER INFO |
| BMcF Complaints Procedure |
| Bridge McFarland is proud of the very high standards that it sets. The partnership demands that all members of the firm should demonstrate and maintain those standards at all times. It is entirely in keeping with the rigorous standards that we set for ourselves that we operate a procedure designed to ensure that any complaints from clients are properly investigated and resolved.
Any complaints about our standards of service should be addressed to either the Head of the Department responsible for the client’s matter or, to Stephen Lambert at Bridge McFarland’s Louth Office. Stephen Lambert is the Partner ultimately responsible for dealing with any complaints that may be received by the firm. Clients needing to identify heads of department should contact our Practice Manager Nigel Peter who is based in our Central Administration Centre in Lincoln.
Bridge McFarland do not want clients to feel dissatisfied with any aspect of the service that they have received from the firm. Indeed if clients have queries or concerns about any aspect of our service or the advice that they have been given we would prefer them to raise the matter with us at an early stage. We always strive to deal with all such enquiries in an open and frank manner. |
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