Client Care Policy

SP Law is committed to providing a high-quality service to all of our clients. We recognise the need to deliver exceptional client care and the importance of client satisfaction.

Our Service to You:

1. We will only accept instructions if we feel we can provide a competent service to you
2. Your initial letter will name the person responsible for your matter and their position within the firm. We will inform you immediately should there be any changes
3. We aim to give you legal advice in a clear no nonsense language that you will understand, including the risk of success or loss and the costs involved of what you are undertaking
4. Your best interests will be represented at all times.
5. Keeping you informed of the progress of your matter and provide you with updates as developments occur
6. Giving clear information about our costs and only charging for what has been agreed in writing.
7. Any personal client information that we hold on files will remain confidential at all times. Unless you specifically notify us otherwise it is agreed between us that we have your authority to produce your file and other documents to the Law Society, our Insurers and any other regulatory body
8. Dealing with your questions and queries promptly.
9. Returning your telephone calls on the same day or if this is not possible you will be called by another member of staff to inform you of when you may expect your call to be returned.
10. Replying to your letters faxes or e-mails within 48 hours.
11. Providing proper training for our staff in all aspects of Practice Management and Client contact.

Identity Checks

We are required to comply with Money Laundering Regulations by carrying out identity checks on new clients. Please do not be offended when we ask you to produce proof of your identity. We are also required to enquire into the source of your funds provided when purchasing a property.

Complaints

We are dedicated to providing a first-rate legal service. All members of the firm aspire to high standards of client care. When something goes wrong we need you to tell us about it. We regard it as an opportunity to check and improve our quality of service. We investigate complaints objectively and try and produce a quick and positive solution.

We are confident of providing a high quality service in all respects. If, however, you have any queries or concerns about our work for you, please raise them in the first instance with the person responsible for your case. If that does not resolve the problem to your satisfaction, then you can raise the matter with Mr. Hassan Shah, the Partner with responsibility for complaints handling.