Buying and Selling Property
Hugh-Jones & Co is committed to providing a quality service to all clients. The practice’s services should be recognised as being expert, accurate and appropriate. The practice strives to ensure that its advice is cost effective and communicated in a manner that is appropriate for each client. The practice is also committed to providing a truly professional service: it seeks to act with integrity and strict confidentiality in all its dealings with clients.
Our client care policy describes what this commitment means in practice and what our clients can expect from us. We will endeavour to adhere to the principle of putting our clients first, thereby ensuring that service excellence is an integral part of the planning and delivery of all services to our clients.
In order to achieve client service excellence, Hugh-Jones & Co aims at all times to:
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provide clients with a high quality, professional and consistent service;
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act in accordance with the Solicitors’ Code of Conduct 2007 and other relevant regulatory requirements;
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act in a respectful and courteous manner in all dealings with clients;
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represent our clients’ best interest;
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ensure all our staff fully understand and are committed to client care in all their interactions with clients;
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ensure we communicate effectively with our clients and with an agreed mode of communication upon request; and
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give clear legal advice.
At Hugh-Jones & Co, we make sure that our clients receive a client care letter that fully explains the level of service they will receive. In addition, we will name the person responsible for individual matters, their position in the practice and their qualifications. The client care letter will give the name of the supervisor responsible for each matter, and the name of the person who is responsible for dealing with any complaints.
In order that we can continually improve our service, we actively encourage and value feedback from our clients. We will use various methods to elicit feedback, including client satisfaction surveys and post-matter questionnaires. In addition, we monitor and evaluate client complaints to identify and address shortcomings and failings in our standard of service. Such feedback is essential to help continually gauge client perceptions of our service.
Hugh-Jones & Co has the above measures in place to ensure we achieve our goal of providing a quality service. This policy will be reviewed annually on the first working day of each year by the partners as part of the annual review of client care and as part of the annual review of risk, both of which are in line with the Law Society’s Conveyancing Quality Scheme (CQS) Core Practice Management Standards.
