We will provide you with a cost effective and quality service with which we hope you will be completely satisfied. This document sets out details of the service which we endeavour to provide.

Responsibilities

When you first instruct us, we will let you know who will have responsibility for your matter and how they can best be contacted. 

We will endeavour not to change the personnel handling your matter, but sometimes this is unavoidable.  When this happens, we will notify you of the change and make the necessary arrangements for the handover.

On occasions the person dealing with your work will be absent from the office due for example to illness or holidays.  We will give you advance warning of this when possible, with details of who can be contacted during their absence.  In the case of an unexpected and prolonged absence, someone will contact you to make arrangements to progress your matter.

Timescales

We will progress your matter as quickly as possible.  At the outset, we will give you information about likely timescales or, where this cannot be done immediately, we will provide information at the earliest opportunity.

We will respond to communications as swiftly as possible and as follows:

Telephone Calls:  

• We provide details of direct telephone numbers to facilitate telephone communications.  Where the person will be away from their telephone for some time, a voicemail message will provide alternative contact details or a message can be left which will be returned in the timescale indicated in the voicemail message.
• We return all telephone calls within 24 hours, if not the same working day.

Letters/Emails: 

• We will acknowledge receipt of emails within 24 hours and we will respond to letters/emails which require action within 4 working days.  Where we cannot carry out the required action within 4 working days, we will send an acknowledgement and indicate the likely timescale for carrying out the work. Where the person you have emailed is absent you will receive a notification saying when they will be back.

If you need to contact someone urgently and they are not available, please contact another member of the department dealing with your matter.

Feedback

We value feedback on the service which we provide, which enables us to make any necessary changes.  If you feel that you are not receiving a high level of service, please contact the person dealing with your matter first or contact the Head of the Department in which they work who will be happy to discuss any concerns you may have.

At the conclusion of your matter, you may receive a Client Satisfaction Form. If you do we would be most grateful if you would complete and return it as these help us to improve our service to Clients. If you would like a feedback form then please contact our marketing manager Jo More at jo.more@blandy.co.uk

Please note that these service standards are indicative only and do not form part of our contract with you.