The most important person to everyone at Williamsons is you the client, to this end, we have over the years set ourselves quality service standards. Our aim is that these standards manifest themselves in the culture of exceptional care, care for our clients, for the work we do and for our own staff. To assist us to deliver service to you at a high level and to enable you to understand what you are entitled to expect from us these are our service standards: -

 • When you consult us as a client we will provide you with the name and status of the person dealing with your matter in the initial correspondence we provide to you. Generally speaking this will be a partner of the firm. If it is not however, you will be given the name of the person who has 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 whose name is given to you is not available either because they are out of the office, engaged with a client or on holiday.

• If you leave a message asking for your contact to return your call, we will endeavour to do so on the same day where ever possible but otherwise within 24 hours.

• All correspondence you send to us will be replied to immediately if possible and certainly within 3 working days.

• Whenever you request an appointment, we will endeavour to see you as soon as possible but certainly within 3 working days on your request.

• You will advised of all positive developments in your matter promptly and in any event we will endeavour to up date you at least once every 28 days by letter or telephone.

• We will give you as much information as we can about our charges at the beginning of your matter and we will let you know if any changes effect our initial estimate.

• In spite of rumours to the contrary, Solicitors are of course only human. Sometimes you may feel that not everything is going as you would wish. You may have a complaint. You may not be satisfied with the service provided to you. You may feel that we have fallen below the service standards we have set out above. If that happens then please let the person dealing with your matter know as soon as possible so that the issue can be addressed. If that does not resolve the matter to your satisfaction then please write to, or speak to, the firm's Practice Manager, Brian Cook who will look into the matter of concern, discuss it with you and seek a resolution to it as a matter of urgency. If, which is unlikely, the matter is still not resolved then you should speak to a Equity Partner who will endeavour to resolve the problem quickly.

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