Client service is our highest priority. We are committed to carrying out your legal requirements to the highest standards and in a manner that minimises stress. Excellent service doesn’t happen by chance, so we manage our approach by adhering to some important principles:
- We work hard to get to know you and to build a relationship with you
- Our lawyers are very experienced in their legal fields but they are constantly working at keeping up to date with the changing legal landscape and in touch with developments that are of value to clients
- We will keep you informed about what we are doing for you, updating you as we make progress or when things don’t go so well; we try hard to have no unwelcome surprises
- We keep things simple and clear; our lawyers are plain speaking and always try to de-mystify the law
- We have transparent pricing – by this we mean we are very clear about the cost basis we work on, whether it is a fixed fee or another payment arrangement and we never want you to be surprised by a bill
- We pride ourselves on providing excellent value for money and for a number of services offer a free first consultation
- We are accessible, approachable and friendly…even when the going gets tough
In short, our purpose is to achieve the legal outcome you need but we want you to feel that this has been done with a helping hand.
Equality & Diversity
We are committed to promoting equality & diversity in all our dealings with clients, third parties and employees. Please contact us if you would like a copy of our Equality & Diversity Policy. We are also obliged to report to the Solicitors Regulation Authority every two years our Workforce Diversity Data. Please contact us if you would like a copy of our Workforce Diversity Data Report.
Concerned about our service?
An essential part of any businesses approach to service is to provide an opportunity to raise any concerns. So, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If after this you continue to feel concerned, we would arrange for another partner un-connected to your work to contact you to discuss the matter.
Please be assured that making a complaint will not adversely affect how we handle your case.
However, if you would like to make a formal complaint, then please read our full complaints procedure below:
Evans & Greaves Complaints Policy
We hope that you do not have cause to complain.
If at any point you become unhappy with the service we provide to you, then please inform us immediately so that we can do our best to resolve the problem for you. Please refer to our Complaints Handing Procedure below:-
Our Complaints Handling Policy
- We will send you a letter acknowledging receipt of your complaint within 3 days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our client care director, Mr Christopher Greaves, who will review your matter file and speak to the member of staff who acted for you. (In the event Mr Christopher Greaves has conduct of your matter, a complaint in relation to him will be dealt with by our Miss Leanne Evans Solicitor/Director)
- You will be invited to a meeting to discuss and hopefully resolve your complaint. This will be done this within 14 days of sending you the acknowledgement letter.
- Within 3 days of the meeting, you will be sent a letter to confirm what took place and any solutions agreed with you.
- If you do not want a meeting or it is not possible, you will be sent a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner or someone unconnected with the matter at the firm to review his decision.
- We will write to you within 14 days of receiving your request for a review confirming our final position on your complaint and explaining our reasons.
- If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with Solicitors
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
You can contact the Legal Ombudsman by:
Telephone: 0300 555 0333
Email on enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
