Standards
At DFA Law we have adopted the following Quality standard, so that all of our clients can understand the standard of service that we seek to offer.
(A) Standards for all our clients
All of our clients are entitled to the following level of service:-
- To have any letter, fax or e-mail requiring some form of acknowledgement or response to be so acknowledged or responded to within 5 working days.
- To have any telephone call, ideally taken at the time the call is made, or if the fee earner is unable to take the call, that it is returned the same working day by the fee earner, or failing the fee earner, by the fee earner’s secretary or PA, and if necessary, with the fee earner him/herself returning the call the following working day. Sometimes it is necessary to speak to a client outside normal office hours; those with mobile phones should use them, and make client aware of the messaging facility.
- As a matter of professional courtesy, and in order to progress any matter sensibly, to acknowledge aforementioned types of communication from opponent’s solicitors (or the opponent himself or herself if acting in person) within the same time scales (or plus one additional working day in each case if the matter is not urgent).
- To be treated courteously and patiently by telephone receptionists when making an initial telephone call, or attending the office for an appointment, and to be transferred efficiently to the relevant fee earner’s secretary/PA or fee earner.
- To have a clear understanding at the outset of any matter how the legal services will be charged for, and to be given an estimate of the likely fees and disbursements to be incurred, or at least an indicative range.
- To have a best estimate of how long the matter is likely to take to complete.
- To expect written material generated by DFA Law, whether in letter or document form, to be professionally prepared and formatted to a standard design, and whenever possible in clear and understandable language.
- That if there is a deadline by which point something needs to be done, that the matter does not have to be chased along by the client, and will not be left “until the last minute”.
- To have confidence in the ability of the fee earner to deal with the matter correctly, both in terms of legal knowledge and personal/social skills. Proper supervision of work is a vital element of quality control.
- It is acknowledged that holiday and sick leave taken by fee earners, particularly during the popular holiday periods, can result in delays beyond the aforementioned response targets. However, significant effort will be made to ensure proper cover is maintained to minimise such delays.
- To feel that you are a valued client, and that you are made aware of all the services that the firm has to offer, if not during then at the end of the matter in question.
- To have any complaints or queries dealt with promptly and courteously.
(B) Standards Specifically aimed at our commercial clients
- To be regularly invited to a talk/seminar prepared by DFA Law (or in partnership with one or more other professional firms).
- To be offered the opportunity to mix socially as well as professionally with the fee earner(s), at no charge, and ideally at least once every two years.
- If you are a substantial commercial business, with commercial premises and staff, to be visited at your place of work, either for an appointment, or simply as an opportunity to get to know your business and staff better, and ideally at least once every three years.
- Target dates for particular transactions are not to be delayed for any reason(s) within DFA Law’s control unless with good reason, and if delays are encountered, explanations are given promptly.
- To be offered a broad range of Corporate & Commercial Law services.
(C) Standards specifically aimed at our private clients
- That if you are buying and/or selling your house, that you will receive, a professional service at a fair (but not necessarily the cheapest) price.
- That you are kept regularly updated on the progress of any matter, and that if any original cost estimate looks likely to be exceeded, that you are warned of this in good time.
- You can be seen in a centre of town office with an attractively laid out reception area, and a suitable interview area/room if not being seen in the fee earner’s own office.
(D) Standard specifically aimed at our state funded clients
- It is our intention that all Publically Funded Clients will receive the same standard of service as our private paying clients.
- From time to time it may be necessary for us to obtain the prior approval of the Legal Services Commission before we can progress a Publically Funded case passed a specific point. Often this is because we need to increase the costs limit imposed by the Legal Services Commission. In these instances we aim to submit the application as quickly as possible, however clients may experience some delay while the application is processed.
- We will explain to you fully the effects of the Statutory charge in respect of either full funding (Certificate work) or controlled work funding.
Call us now on 01604 609560 for more information
or email us at info@dfalaw.co.uk
