Client Care Information
Our commitment to you
At Mills & Bann Solicitors, we are committed to providing a professional, efficient and friendly service. This Client Care Information explains what you can expect from us when you instruct our firm, including how we work, how we communicate and how we handle your matter.
How we will work with you
When you instruct us, we will:
- explain clearly the legal work we will carry out for you
- provide an estimate of costs and keep you updated if this changes
- keep you informed about progress and next steps
- respond promptly to your questions and communications
- act in your best interests at all times
- treat your information confidentially
Communication
We aim to respond to emails and telephone calls within two working days. If your solicitor is unavailable, another member of the team will assist where possible.
We will keep you updated regularly throughout your matter and explain any important developments in clear, plain English.
Costs and billing
Before starting work, we will provide you with:
- a clear estimate of our fees
- details of any likely disbursements
- information about how and when you will be billed
If your matter becomes more complex or additional work is required, we will inform you before incurring further costs.
Confidentiality and data protection
Your information will be kept confidential and handled in accordance with our Privacy Notice. We will not share your data with third parties unless required to do so by law or necessary to progress your matter.
Anti-Money Laundering requirements
We are legally required to verify your identity and, where relevant, the source of funds used in your transaction. For more information, please see our Anti-Money Laundering Information.
Standards of service
We aim to provide a high-quality service at all times. If you feel we have fallen short of your expectations, please let us know so we can address the issue promptly.
Complaints
If you are unhappy with any aspect of our service, you have the right to make a complaint. Our full procedure is explained in our Complaints Procedure.
Regulation
Mills & Bann Solicitors is authorised and regulated by the Solicitors Regulation Authority (SRA). For more information about our regulatory status, please see our Regulatory Information.
Contact us
If you have any questions about this Client Care Information or your matter, please contact us at:
info@millsbann.co.uk