Client Care

 

VP McMullin Solicitors has a client care policy which takes guidance from the Law Society of Ireland's recommendations on best practice client care.  Our policy applies to all clients of VP McMullin Solicitors on all legal matters and any specific items will be set out in a separate client care letter for the particular transaction.

                                                               VP McMullin Solicitors Client Care Policy

 

  to deliver an efficient and timely service
  to provide expert legal advice
  to assure maximum integrity and confidentiality
  to report to you as the matter proceeds
  to return telephone calls from you
  to deal with correspondence promptly
  to write letters to you in plain succinct language
  to give appointments without any undue delay
 

CLIENT CARE FEEDBACK

The firm regularly asks for feedback on our legal and client services from our clients.  All client feedback is kept on record and any corrective action that is required in dealt with in a timely manner.  

CLIENT CARE LETTERS

The firm supports the Law Society’s directions on issuing Client Care Letters setting out our terms of acting and indicating, where possible, the fees for a particular transaction. 

QUALITY AUDIT

The firm operates a system of regular quality audit when files of every fee earner will be picked at random by a Senior Partner to ensure that the file has been properly managed.

QUALITY CHECK AT CONCLUSION OF CASE

There is in place a procedure whereby files cannot be placed in archive until certain items have been satisfied according to our Case Management  Programme e.g. satisfaction of undertakings or clearance of any balances.

RESPONSIBILITY

The initial client care letter will state who is responsible for the work and give details the Solicitor and Legal Secretary. If the fee earner changes for any reason it is our policy to notify the client. 

INTERNAL COMPLAINTS PROCEDURE

 

Our policy is to offer all our clients an efficient and effective service but we recognise that none of us is perfect and so it is sometimes possible that a complaint may be made about the handling of a case. In accordance with Law Society Rules we have in place a procedure for referring complaints to the Managing Partner.
If you are unhappy on any aspects of our service, you should initially discuss this with any of our Partners/Solicitors, but if the matter cannot be resolved then you may refer the matter to any other Parnter. He/She will investigate the matter and implement our internal complaints procedure. A copy of this will be available to you on request, and he will notify you of his/her findings. 
  
CONFIDENTIALITY

We provide the highest quality and efficient service with the utmost confidentiality.    All our employees must sign a Guide to Client Confidentiality Agreement as part of their terms and conditions of employment.