As a firm bearing the LawNet mark of Excellence, Barr Ellison Law is committed to providing our clients with the highest standards of care and advice. Please read our Client Service Charter, which outlines our commitments to you.

Our commitments to you:

Listening

• We are committed to listening, understanding, and helping you achieve your goals
• Your feedback is important to us. Therefore, we may ask you to complete a client satisfaction survey towards the end of your matter

Communication

• We will communicate clearly by using plain English and explaining any relevant legal terms effectively
• We will communicate with you in the way you prefer
• We will tell you how long we expect things to take and update you regularly on progress
• We will respond promptly to your communications, aiming to reply within one working day whenever possible
• For more urgent or time sensitive matters, or if a response is requested within a specified time, we will stive to achieve that

Looking after you

• Our firm is committed to ensuring that our clients are central to everything we do
• We will let you know who will be working with you and give you their direct contact details
• Where necessary, we will make arrangements if you need to contact us out of office hours
• We are committed to providing excellent service that takes all your needs into account, not just the matter in hand
• Our services will be tailored to your needs, delivered with friendliness, approachability and professionalism.

Fees

• We promise to be always open and transparent about our fees, providing fixed fees where possible
• When fixed fees are not possible, we will provide the best possible estimate on the likely total cost of your case from the outset and keep you updated if that changes incur
• Any bill we send you will be clear, describing the work done and amount charged.

Our people

• We will ensure our people are properly resourced and have the training they need to do exceptional work
• We will take into account your needs, expectations and budget to ensure the right professional is assigned to your case
• We are committed to providing a supportive and positive working environment for our people
• We are committed to having happy, engaged people working with us to serve you

How you can help us deliver excellent service

To serve you effectively, we ask that you:

• Clearly communicate your objectives and expectations
• Respond as soon as possible to any requests for information
• Notify us immediately of any changes to your situation
• Work cooperatively with us to set and achieve realistic timescales
• Appreciate that we must follow a strict professional code of conduct
• Support us making progress on your work without delay by paying all invoices on time
• Let us know if we are not providing you with the service you expected

Maintaining quality

• If things go wrong or you are less than happy with our service please tell us immediately – we welcome your feedback as it helps us provide a better service
• If we cannot resolve the problem, we will let you know who to contact with your concerns