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Shepherd Harris & Co Ltd - Clients Charter

At Shepherd Harris & Co., we pride ourselves on providing a high standard of service and legal advice to all our clients. As part of the continual improvement of services we have introduced a Client Charter setting out what you can expect from us.  

Service Standards

We will

  • put your interests first when representing you.
  • be polite and considerate in our dealings with you and do our best to communicate with you in plain English and keep legal jargon to a minimum.
  • explain to you the legal work if it is needed.
  • keep you informed of your legal rights and provide you with necessary advice to enable your matter to be completed or resolved as effectively as possible.
  • find out from the start what you hope to achieve and aim to make sure that your expectations are realistic.
  • tell you who is dealing with your matter and who your point of contact is. We will keep you informed of any changes.
  • explain what the costs are likely to be and confirm this to you in writing. We will give you a written update of costs at least every 6 months.
  • treat all clients fairly and not discriminate against anyone because of his/her race, sex, sexuality or disability.
  • keep what you tell us confidential and refuse to act for anyone else if doing so could compromise the confidentiality.
  • respond to your letters and telephone calls promptly.
  • Deal with any problems that arise quickly and efficiently.

Working Together

Whilst we have various duties, we can only give the best advice and service if the information you give us is accurate and complete.

Client Care

We will consider carefully all your comments about our service. If you feel that you are not receiving the service you hoped for please tell the person dealing with your matter immediately.


At the end of your matter we may ask you to complete a feedback form which can be found Here.

We operate a complaints procedure which is available on request. If that complaints procedure does not provide a satisfactory resolution then you may complain to the office of the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ,

Telephone number 0300 555 0333

E-Mail enquiries@legalombudsman.org.uk.

Please note:

Our legal and professional duties may occasionally affect the ability of your solicitor to meet all these standards. For example the legal duty to release information about money laundering or the solicitor’s duty to the court can override the duty of confidentiality or the duty to put your interests first.

 

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