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Whenever possible, Partners will deal with their telephone calls
as they are made; if not possible they will call back at the
earliest opportunity.
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We will answer their questions - whether written or verbal -
directly, honestly and as clearly as possible.
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We will seek to solve their problems - not just identify and
criticise, and not just bombard them with facts and photocopies.
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Wherever possible, we will prepare and agree in advance a firm
written quotation for the work they require.
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We will not underquote to steal business then move the goalposts,
or reduce the service they get down to a budget.
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They may freely contact a partner at any time to discuss fees - we
take pride in being fully accountable and we will disclose our
charge rates to them. All work is supported by accurate job costings
and they may have a copy of them.
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We will give value for money and always try to add value to their
business.
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We will always try to minimise disruption and inconvenience to
their business.
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We will always try to provide comfort and security in the
regulatory order of their business affairs - "The sleep at
night factor".
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We will never delegate work inappropriately to staff of
insufficient seniority and experience. All cases receive partner
attention when required and they can always ask to deal directly
with a partner.
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We will always attempt to ensure staff continuity on their work so
that time is not wasted and the team dealing with their case will
know their background and requirements.
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We will reply to or acknowledge all correspondence needing a reply
within (at most) 10 working days of receiving it.
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All our staff wear name badges and will give their names if
requested during telephone calls, to ensure we are all accountable.
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Client suggestions for improving our service - either specifically
to them or in general - will be acknowledged and if appropriate
acted upon. In all cases a partner will respond to them in
writing.
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Complaints of any nature are taken seriously - we have a formal
but friendly complaints review procedure which adheres to the
guidelines of our Institute.
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