Client handling policy

Client satisfaction

We aim to achieve the highest level of client satisfaction and for our clients to have absolute faith in our standard of work and the professional manner in which we conduct business. We will:

• be friendly, courteous and helpful when you contact us

• make every effort to explain things clearly and in terms you can understand, keeping jargon to a minimum

• agree with you the type of service you can expect to receive

• respond to your phone calls, emails and letters in a timely manner

• treat all clients fairly and not discriminate against anyone regardless of race, sex, sexual orientation or disability

• keep what you tell us confidential

• deal with your clients in the same manner that we deal with you

We are committed to meeting all your expectations, but we can only achieve this if the information you give us is accurate and complete.

Improving our services

We are keen to improve our high level of customer service and welcome any comments that you have, either complimentary or critical.

If a project has not met its targets we would appreciate your feedback about what we can do to avoid the situation in future.

What to do if you have a complaint

We have a good relationship with our clients but sometimes things do go wrong. That is why there is a clear and effective complaints procedure in place.

In the first instance, contact the person you are working with and voice your concerns. If this is not possible or you wish to make a formal complaint there is a client complaints procedure. Alternatively you can contact us via the contact form, by giving us a call or address a letter to Kathryn Smith and send them by post.