Our commitment to client service
Our clients are at the centre of everything we do and we believe in exceptional service
Our focus is you
We focus on you and your objectives. Our teams build relationships based on trust and understanding.
When we say our focus is you, this means that we ask questions, and listen to how you like to work and what you want to achieve. We tailor our client service around you, we don’t expect all clients to be the same, or to want service delivered in the same way.
We offer flexibility so we can respond to urgent matters, or give you time to reflect before taking action. Our people are encouraged to work with you to your agenda so that you do not feel you need to fit into a pre-determined way of working.
This approach has been developed by listening to our clients and what they value the most. There are three guiding principles:
Excellence in client service standard
Understanding you, your family and your business – your aims, priorities, how you like to work, selecting the right people with the right skills, fit and experience.
Using clear language, being clear and transparent on costs, keeping you updated on progress, being available and responding promptly, having a dedicated expert for your work, so you know who to contact.
Agreeing timescales, turnaround times and priorities, so you get the advice you need, at a time and in a way that suits you.
Listening to your feedback helps us understand what matters most to you, and helps us to continuously innovate and improve the service we deliver and how we deliver it. We help our business clients develop more efficient ways of working in their own business and we are proactive in letting you know about points you need to consider, for example where there are forthcoming changes in the law.
If you become a client of the firm we may ask you to provide your feedback. We use independent companies to help us with this, they undertake detailed client listening and mystery shopping so that we understand how we are performing. But of course you can talk to the person working with you at any time to provide feedback or talk through the work we are doing for you.
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