Client Care

CLIENT CARE POLICY

Andrews & Monroe Solicitors are committed to delivering quality client service and care. Our Client Care Policy describes our commitments to clients.

The person with overall responsibility for the Client Care Policy is the Compliance Officer for Legal Practice (COLP), Ms Johanna Cargill.
 

To help our clients at all times we will aim to do the following:

  • Provide clients with a good service.
  • Update clients regularly on the progress of their case.
  • Agree the level of service where requested.
  • Act in accordance with the Solicitors Code of Conduct (as amended) and other relevant regulatory requirements of the Solicitors Regulation Authority.
  • Represent our clients’ best interest. Where this is not possible, we will refrain from acting.
  • We treat people fairly and have respect for their dignity.
  • Ensure all our staff fully understand our commitment to clients and the importance of proper communication. We will not however use ‘text’ or ‘WhatsApp’ unless it is an emergency and ask clients to refrain from using this service to give instructions.
  • Give clear legal advice which you our client will understand.
  • Transparency in relation to costs and fees.

 

At Andrews & Monroe, 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 the individual’s case, their position in the practice and their qualification.

Complaints will be handled by the firm in accordance with our written policy. If the dispute is not settled there is a right to complain to the Legal Services Ombudsman after the internal procedures have been exhausted. Please refer to our Complaints policy for further information.

To ensure that we keep providing clients with a good service, we have a feedback form which we ask you the client to complete.