Customer service

Peter Edwards Law customer service policy statement

Clients expect and have the right to receive full value for the fee charged. At Peter Edwards Law we have earned a reputation for working tirelessly on behalf of our clients, providing a high quality service with clear, honest professional advice. Our lawyers and staff hold themselves accountable to deliver the following standards of service to each of our clients:

Quality

We will work to provide you with the highest quality confidential, ethical legal service.

Endeavour

We will pursue your work conscientiously and without delay. We will work together with you to establish time specific goals and objectives that meet your needs.

Consistency

We will delegate work to our lawyers who have the legal expertise and experience appropriate to both the nature and complexity of the matter and our understanding of your expectations. Where deemed appropriate, we will designate a qualified lawyer as an alternative service contact to ensure continuity of service when the lawyer responsible for your matter is not available.

Clarity

From the outset we will provide information that clearly outlines the scope of the legal services to be provided; the potential timeline for handling the matter; expected costs; a list of the client team members and alternate service contact, with their fields of expertise; and our lawyers’ contact information.

Accounts will be easy to understand. We will always be receptive to client feedback on our billing practices. When issues arise, we will treat them seriously and respond promptly.

Improve

We will meet and strive to exceed your expectations and always welcome your feedback. We will from time to time seek from you, either formally or informally, an assessment of our performance.

Communicate

We will maintain effective channels of communications including keeping you informed of all significant developments in your legal matter and responding to your contact in a timely fashion.

Openness

If you are dissatisfied with our services, or if you feel we have failed to meet any of these commitments, we ask that you raise this with the lawyer on your matter. We will honestly and fairly address your concerns. If you are not happy with the response you receive please contact us and request a full copy of our Client’s Complaints Policy or visit our website www.peteredwardslaw.com, for details of the Legal Ombudsman.

If you need our P11 details you can contact Director Jola Edwards at jola@peteredwardslaw.com.

If you are a client and we have made a contract with you by electronic means (website, email, etc) you may be entitled to use an EU online dispute resolution service to assist you with any contractual dispute you may have with us. This service may be found at http://ec.europa.eu/odr. Our email address is law@peteredwardslaw.com

This policy will be kept up-to-date, to reflect changes in the nature and size of the business. To ensure this, the policy and its effectiveness will be reviewed annually.