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Standards
To everyone at Berwins, every client is our most important client. 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 a high level,
and to enable you to understand what you are entitled to expect from us, we have
put in place these Service Standards:
- 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 will give you the name of the appropriate person to speak to if the first
person is not available.
- If you leave a message asking for a call back, we will endeavour to do so on
the same day where possible, but otherwise within twenty-four hours.
- We will reply to your letters within three working days, or sooner if their contents
require.
- We will endeavour to be available to see you within three working days of your
request for an appointment except where the matter is non-urgent and the reason
for the delay explained to you.
- We will advise you of all positive developments in your matter promptly, and
in any event endeavour to update you at least once every twenty-eight days by
letter or phone call.
- We will give you as much information as we can about our charges at the beginning of your matter, and let you know if any changes affect our initial estimate.
Resolving Problems
If you have any problem with the service we have provided for you then please
let us know. We will try to resolve any problems promptly between ourselves and
operate an internal complaints procedure to help us do so. If for any reason we
are unable to resolve the problem between ourselves, then we are regulated by
the Law Society which also provides a complaints and redress scheme.
Financial Services
This firm is not authorised by the Financial Services Authority under the Financial
Services and Markets Act 2000. However we are included in the register maintained
by the Financial Services Authority so that we can carry on insurance mediation
activity. This means broadly the advising on, selling and administration of insurance
contracts where this is incidental to the professional services we have been engaged
to provide. This part of our business is also regulated by the Law Society, and
the register can be accessed via the Financial Services Authority at www.fsa.gov.uk/register
Our complaints and financial services compliance officer is the firm's managing
partner Paul Berwin
Quality Assessment
In our efforts to achieve the highest standards of service, we have our work
assessed periodically by professional external bodies. This does mean that these
assessment bodies, who are bound by duties of confidentiality to us, will need
to examine a sample of our files. If you object to your file being available for
inspection, it is important that you advise us of this in writing promptly.
Data Protection and Privacy Policy
Preservation of your privacy is important to us and we are committed to letting
you know how we use your personal information. Information which identifies you
personally will be utilised only to provide the services you require as clients
of the firm and to provide information on similar services. It will not be sold
or disclosed to third parties without your permission unless we are required to
do so by law.
Regulation and Registration
Berwins is regulated by the Solicitors Regulation Authority of England and Wales,
is accredited to the Legal Services Commission, Investors in People and Lexcel
standards and is notified to the Information Commissioner. Its VAT registration
number is 613 3482 62
Limited Liability Partnership
Individuals identified as "LLP Partners" are members of Berwins LLP, a body corporate,
pursuant to the Limited Liability Partnerships Act 2000 and are not partners pursuant
to the Partnership Act 1890.
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| 2 North Park Road
Harrogate North Yorkshire HG1 5PA |
| Tel: 01423 543100 |
| Fax: 01423 503213 |
| e-mail : law@berwin.co.uk |