Client Charter & Service Level Guarantee

Client Charter & Service Level Guarantee

We’ve created a client charter which ensures you receive Excellent Service, Every Team, Every Time, whichever office, team or lawyer you deal with.

Our client charter is simple and you can be assured that you will receive.

• Conversations that are friendly, making you feel comfortable and welcome at Wollens.
• Helpful, pragmatic legal advice as we help to deliver all your legal needs. 
• We will always do the right thing for you and manage your expectations along the way. 
• We will go the extra mile; we want you to positively remember all the interactions you have with our teams at Wollens.
• We’ll be transparent with our pricing offering you a choice of pricing options. 
• Excellent Service, Every Team, Every Time, which we back up with our Service Level Guarantee.

To provide you with excellent service, we need you to:

• Tell us what your objectives are and be clear about your expectations.
• Respond as soon as possible to any requests for information.
• Let us know straight away if anything changes.
• Work with us to set and achieve realistic timescales.
• Appreciate that we must follow a strict professional code of conduct.
• Help us to keep working for you by paying our invoices on time.

Service Level Guarantee

Working with you, we’re so confident that we can deliver Excellent Service, Every Team, Every Time that we offer a service level guarantee. This means that if you have any reason to be dissatisfied with the service we have provided, you have the right to reduce our fees by up to 15%. 

To trigger the fee reduction, the only requirements are that you:

1. Explain why you feel the level of service we have provided in the relevant period has fallen short of your expectation.
2. Recommend how our service could have been improved (to have avoided the fee reduction)
3. Provide us with the answers to the above within 14 days of the invoice being issued.

T’s & C’s

• The discount doesn’t apply to any disbursements (third party payments) or expenses.
• The discount only applies to the service provided and is not related to costs charged, or the outcome.
• Without a suggestion as to how our service can be improved in future, we cannot apply the discount.
• We cannot offer the Service Level Guarantee on Personal Injury, Medical Negligence, Legally Aided work, or Player Representation as costs are paid by a third party.
• Full payment of any remaining outstanding balance must be paid within 7 days of triggering the Service Level Guarantee. A new receipted invoice will then be issued.