Client Charter

  • We are committed to providing high quality legal advice and client care, irrespective of your age, gender, religious beliefs or ethnic origin.

  • We promise to treat you as an individual and with the greatest of respect – EVERY claim is important to us, no matter the value.

  • We will always treat you with courtesy, give you clear, open and honest advice, ensure that you understand the legal issues involved in your claim and further, understand how your matter is to be progressed and the result that we are aiming for.

  • We promise not to place you at unnecessary financial risk – your financial liabilities shall be considered at each stage of the claim.

  • We will always fully explain your options where relevant to allow you to make your own, informed decisions.

  • We aim to reply to letters as soon as is practically possible – but cannot always guarantee to do this the same day. We aim to return all calls on the same or next working day.

  • When discussing your claim with others we promise to respect you as our client and not say or agree to anything which may unfairly prejudice your claim.

  • We will always act in your best interests – where we are unable to do this, for example due to a conflict of interests or lack of expertise in your particular matter, we will let you know as soon as possible and will also advise you of suitable firms that may be able to assist you in taking over your claim.

  • If you are unhappy with the service provided by Pointon & Co Solicitors for any reason, you are able to make a formal complaint by following the Firm’s Complaints Procedure.


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