Our Standards

 
To everyone at Berwins, every client is our most important client.  We know that you wouldn’t come to us unless it was important – and therefore we have to provide you with a service which is exceptional in every way – which goes beyond the ordinary.
 
We aim to promote a culture of exceptional care - care for our clients, for the work we do, and for our own staff.  To help us to deliver service to you at the highest level, and to enable you to understand what you are entitled to expect from us, we have put in place these Service Standards – and we have our work externally audited so that we can be told if we are falling down on any element:
 
  • The name and status of the person dealing with your matters will always be shown on all letters to you.  If this is not a partner in the firm, you will also be given the name of the person with overall responsibility for the department handling your matter. We won’t hide behind a “corporate identity”
  • We will give you the name of the appropriate person to speak to if the first person is not available – you shouldn’t have to wait for our services.
  • If you leave a message asking for a call back, we will do all we can to do so on the same day. If it’s just not possible, we’ll tell you that but make sure we call within twenty-four hours
  • We will do our utmost to offer non-urgent appointments within three working days; for urgent appointments we’ll do our best to fit these in at a time and within a timescale to suit you.
  • We will tell you about all positive developments in your matter promptly, and in any event (unless we are at a stage in a matter where nothing is currently awaited) do our best to update you at least once every ten days by letter, e-mail or phone call – whichever is the quickest.
  • Wherever possible we will communicate by the quickest and most direct means – either telephone or e-mail – and will only use letters where there is no better alternative.
  • We will continue to make our services ever-more accessible to you, using technology to help us serve you best, not as a substitute for real service.
  • We will look to add value to everything we do for you, considering your needs on a particular matter not in isolation but in the context of your wider interests.
 
And if we don’t live up to our standards, please tell us
 
Berwins
2 North Park Road Harrogate HG1 5PA