Our Treating Customers Fairly (TCF) policy is in place to ensure we are consistently fair in our approach when dealing with clients. We want to provide an enhanced service based on a culture of openness and transparency.
We want our clients:
Protecting your Interests
To provide the best client care service we can, we will do our very best to firstly understand your needs. Our services can then be tailored to make sure your requirements are met.
We recognise you may:
In all cases we will consider how we can respond to any potential vulnerability and protect your interests by, amongst other things:
We will aim at all times to:
Client Care Letter
Once we take on your case we will issue a Client Care Letter, which explains in detail the level of service you will receive, name the person responsible for your case, their position in the firm, their qualifications and if appropriate, the name of the supervisor responsible for overseeing and monitoring your case.
We are required to comply with Money Laundering Regulations by carrying out identity checks on new clients. Please do not be offended when we ask you to produce proof of your identity. We are also required to enquire into the source of your funds provided when purchasing a property.
We recognise the importance of client satisfaction. When something goes wrong or a problem arises we need you to tell us about it. This gives us the opportunity to address the issue and to try to satisfy your concerns. We actively encourage and value feedback from our clients as it gives us the opportunity to check and improve our standards. We investigate complaints objectively and try and produce a quick and positive solution.
We are confident of providing a high-quality service in all respects. If, however, you have any queries or concerns about our work for you, please raise them in the first instance with the person responsible for your case. If it does not resolve the problem to your satisfaction, then you can raise the matter, in writing, with Mr Hassan Shah, who is responsible for complaints handling.
As the firm’s Compliance Officer for Legal Practice (COLP) Hassan Shah has the overall responsibility for this policy.
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