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Client Charter

Our business is all about people; the needs and requirements of our clients and the abilities of our staff to meet these needs in a professional, approachable and caring manner.

Our client commitment is backed up by our adherence to the Law Society Charter which outlines the services and treatment you can expect from BG Solicitors LLP.

We will:

•    Put your interests first when representing you
•    Be polite and considerate in their dealings with you
•    Find out from the start what you are hoping to achieve, and aim to make sure that your expectations are realistic
•    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
•    Tell you who will be handling your work
•    Explain what the costs are likely to be
•    Keep you informed of costs throughout so that you can work out if a particular course of action is worth following
•    Respond to your letters and phone calls
•    Tell you about any developments and update you on progress as work proceeds
•    Give you a clear bill which shows the work done and the amount charged
•    Treat all clients fairly, and not discriminate against anyone; because of race, sex, sexual orientation or disability
•    Keep what you tell them confidential, and refuse to act for anyone else if doing so could compromise that confidentiality

What to do if you have a complaint

Most people have a good experience with their solicitor, but things do sometimes go wrong. That is why there is a clear and effective complaints procedure in place. Every solicitor's firm has to have their own complaints procedure, and you should use this procedure first before going elsewhere. If this does not provide a satisfactory resolution, you should complain to the Consumer Complaints Service, Victoria Court, No 8 Dormer Place, Leamington Spa, CV32 5AE. Phone: 0845 608 6565.

After this, if you are still not satisfied, you can take your complaint to the Office of the Legal Services Ombudsman, 3rdFloor, Sunlight House, Quay Street, Manchester M3 3JZ. Phone: 0161 839 7262. Email: lso@olso.gsi.gov.uk You can find details of the rules which apply to solicitors, including the circumstances when your solicitor may not be able to meet all the terms of the Charter, at www.guide-on-line.lawsocietv.org.uk.