Treating Clients Fairly Policy

We are fully committed to providing good quality standards of legal advice and service to our clients by working in partnership with them. 

Our clients are our most valuable asset and our aim is to ensure that we deliver a client-friendly, robust, reliable, and cost-effective legal service to them.

Jeremy Rowland has a reputation in the legal market for providing attention to detail both in legal and commercial areas and strives to build long-standing, trusted relationships with all of his clients. He is committed to promoting equality and diversity in all our dealings with clients and third parties.

Our services

In delivering our commitment to ‘treat clients fairly’, we make every effort to ensure that our clients are satisfied with the legal service they receive and endeavor to:

  • have proper regard to the individual circumstances of each client;
  • ensure our clients know who has the day to day conduct of their matter;
  • keep our clients informed regarding the progress of their matter in a clear and understandable manner;
  • deliver our services in a clear and transparent way without any hidden conditions or complexities;
  • explain to them the risks associated with their instruction;
  • ensure our clients are informed as soon as we become aware of any conflict of interests;
  • understand the individual need and expectations of our clients balancing a professional approach with a caring and understanding style;
  • ensure that we are flexible in the delivery of our services so that we meet our client’s individual agenda and expectations;
  • ensure that our clients understand how the services we provide are regulated and the protection that this affords them;
  • advise our clients in a clear and understandable manner, limiting the use of legal jargon;
  • only undertake matters for which we have sufficient resources of time and expertise to complete;
  • be upfront and as clear as reasonably possible with regards to expected costs and explain how and why fees may change over the course of the matter; and
  • operate a fair and transparent complaints procedure.

We are authorised and regulated by the Solicitors Regulation Authority and this policy is designed to ensure that we consistently deliver fair outcomes to our clients in line with the Solicitors Regulation Authority’s Standards and Regulations

Our approach  

We are committed to ensuring that our clients want to use our services, stay with us and recommend us to their families, friends and colleagues. 

Our service is shaped by listening to our clients’ needs and understanding what is important to them. We take responsibility for meeting the needs of our clients and always look for way to improve the quality of our service.

We review our files regularly as part of our internal audit procedures. We keep our clients fully up to date with how their matters are progressing not only to comply with our expected service levels but to strive to exceed them where possible.

We recognize that our employees are critical to delivering a positive client experience so all of our employees are trained in treating our clients fairly.

Concerns and complaints

We seek to provide our clients with good quality standards of legal advice and service. However, if at any point you become unhappy or concerned about the service we have provided, please inform us immediately so that we can do our best to resolve the issue.

Our complaints policy and procedure can be found here.

Updated January 2022