"We pride ourselves on the standard of service and legal advice we give to all our clients. We want to make sure that our service meets your expectations.

Our commitment to you: We will agree with you in advance the level of service you need.

• We will represent your interests.
• We will keep your business confidential.
• We will discuss with you what you hope to achieve and agree with you in writing what would be a realistic result.
• We will give you clear legal advice that you can understand.
• We will make sure you understand the risks involved in following your instructions.
• We will only charge what we have agreed with you in writing in advance. If we cannot fix a fee, we will agree the basis of our charges with you and give you an idea of the total cost. If any unforeseen additional work becomes necessary (for example, due to unexpected difficulties or if your requirements or the circumstances significantly change during the course of the matter) we will inform you of its estimated cost in writing before any extra charges and expenses incurred.
• If we cannot give you an idea of the total costs, we will:
  • give you a general forecast, with a possible range of costs;
  • explain why a forecast is not possible but indicate costs for each stage of the matter; or
  • agree a cost limit and review date.
• We will keep you up to date with our progress. If there is no action for any period of time, we will explain to you when you are likely to hear from us next.
• We will deal with your questions quickly.
• We will return your phone calls on the same day or explain why this is not possible. In this case we will tell you when we will return your call.
• We will reply to your letters within 2 working days. (If we need to provide a detailed reply, we will acknowledge your letter within 2 working days and let you know when you can expect our full reply.)
• We will consider all your comments about our service. If you feel you are not receiving the service you hoped for, please tell us immediately. Your suggestions can help us to improve the service we give all our clients.

We operate a complaints procedure, which is available upon request."

Read more about Gillhams Solicitors compliance with best practice management here.