Client Care Charter
Last updated on December 22nd, 2020 at 04:47 pm
At Graysons we are here to help you during what can be some of the most challenging and stressful moments in your life. To help everything go as smoothly as possible we make these promises to you:
• We will respond to communications from you appropriately and provide you with clear guidelines as to the timescale for a response if we cannot fully reply straight away.
• We will contact you when we say we will.
• We will communicate with you as you wish. We want to care for the environment, so where possible we will contact you via email or telephone.
• We will keep you informed of important updates. Just because we aren’t contacting you doesn’t mean we aren’t working on your case.
• We will give you the contact details of the person looking after your matter, so you can speak to them directly.
• We will make sure you will always be able to speak to a member of the department dealing with your matter.
• We will give you clear guidance on timescales and cost estimates. Legal matters take time and sometimes delays can be out of our hands.
• We will always respect your data and privacy.
You can help us with your legal matter by:
• Making your instructions as clear as possible, ideally via email.
• Having realistic expectations; legal matters often take time which can be out of our control.
• Being available for us to contact you and telling us about any important information, such as a change of contact details as soon as you can.
• Returning documents and answering our questions as quickly as possible. We will often provide a ‘return to us by’ date.
• Chasing for updates only when necessary to allow us to manage our time and work on your matter.
• Considering our expert legal advice thoroughly and not making rash decisions.
If you feel that we haven’t met our promises at any time during your matter please contact us directly at feedback@graysons.co.uk.
