Our Client Care and Quality Policy


Our Client Care and Quality Policy

Client Service Charter:

 1.1       Introduction

We are committed to delivering a service which will be seen by our clients at all times as being of a high standard.  Our objective is to maintain our reputation of offering a high quality service in all matters and everything the firm does.

1.2     Our Client Service Charter

1.2.a    Listening

  • We are committed to listening, understanding and helping achieve goals; and
  • We will ask what each client thinks about our service including using a client satisfaction survey.

1.2.b    Communication

  • We will avoid jargon and use Plain English;
  • We will communicate in the way the client prefers;
  • We will say at the outset how long we expect things to take and update that regularly;
  • We will respond or acknowledge receipt of all communications promptly, and wherever possible within one working day; and
  • If the issue is more urgent or we are told a response is needed by a particular deadline, we will endeavour to meet these requirements.

1.2.c    Looking after our clients

  • Each client is valued and important;
  • We will say who will be working with each client and give direct contact details;
  • We will say how to contact us out of hours, if necessary;
  • We are committed to excellent service that takes clients’ needs into account; and
  • We will be understanding, straight-forward and professional, including being friendly and approachable.

1.2.d    Fees

  • We will be open and transparent about our fees, providing fixed fees where possible;
  • Where not possible, we will give the best information we can on the likely total cost of each matter at the outset;
  • Should anything change, we will contact the client before we incur any additional costs; and
  • Any bill we send will be clear, describing the work done and amount charged.

1.2.e    Our people

  • Our firm is committed to ensuring that our clients are central to everything we do;
  • We will ensure our people are properly resourced and have the appropriate training;
  • We will take into account the needs, expectations and budget of the client when assigning the right person to a matter;
  • We are committed to providing a positive working environment;
  • Our firm is regularly audited to ensure we maintain the high standards required to maintain the quality marks we hold; and
  • We will check we are providing excellent service by mystery shopping and asking our clients what they think.

1.2.f     To provide an excellent service, we need our clients to

  • Tell us what their objectives are and be clear about their expectations;
  • Respond as soon as possible to any requests for information or documents;
  • Let us know straight away if anything changes;
  • Work with us to set and achieve realistic timescales;
  • Appreciate we have to follow a strict professional code of conduct;
  • Help us to keep working for them by paying our invoices on time; and
  • Let us know if we are not providing the service they expect.

1.2.g    If things go wrong

  • In the unlikely event of things going wrong, or a client being less than happy with our service, we need to be told immediately – we welcome feedback as it helps us provide a better service; and
  • If we cannot resolve the problem, we will say who to contact with any concerns.
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Head Office

Resolution House
Riverview
Walnut Tree Close
Guildford
Surrey
GU1 4UX

Your Local Office

Guildford - 01483 887766
Cobham - 01932 576789
Cranleigh - 01483 887515
Godalming - 01483 887766
Woking - 01483 887766

Hart Brown Solicitors is the trading name of Hart Brown LLP, registered in England and Wales No. OC 425835 whose registered office is Resolution House, Riverview, Walnut Tree Close, Guildford, GU1 4UX and is authorised and regulated by the Solicitors Regulation Authority (SRA) No. 658593. Members: N Maud, T Pearce, D Knapp, R Campbell and P Grimwood, Partners: J Crosby, L Harrhy, J Jupp, J Lamont, V McMurtrie, E Moore, S Osborne, S Powell, G Sanders and E Wiggins.

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