What Our Clients Tell Us Could Be Better

We don’t always get everything right and in some cases we may not realise the service isn’t as it should be. This is why we value your feedback and appreciate you taking the time to let us know here it didn’t quite meet what you expected.

July – September 2016: you told us about a couple of areas that didn’t meet your needs, we have reviewed our services in each of these areas and have put measures in place to improve on this area where it was something we needed to review. Some of which were

  • Two clients discussing their case in reception

We have addressed this previously, by asking staff to ensure they go into an available room with any client that drops in. We have reiterated this request, reception staff will inform legal advisors to go into a meeting room to discuss further.

  • Level of communication and time to return calls

At the beginning of your case, your legal advisor will confirm what you can expect from them and what they need from you. Time frames and communication is one of these areas. If you feel you aren’t getting a clear idea, please do speak to your advisor to understand when you can expect to hear back from them at each point of discussion. If you feel you are not getting the service you expect, you can ask to speak to the legal advisors team leader.

From April – June 2016 you told us about the below, we have reviewed our services in each of these areas; please see comments in italics below…As the purchase was a cash buy the funds could have been provided at the start by cheque, otherwise satisfied with everything.

“As the purchase was a cash buy the funds could have been provided at the start by cheque, otherwise satisfied with everything.”

As we have no ID or contract we are unable to take funds at the outset and we have to take into account in some cases the matter may not proceed