Client Promise

Whether we are handling a business issue or a personal legal matter for you, at Napthens we promise all our clients a professional, high quality service:

1. We will treat you as an individual

• We will provide advice tailored to your own particular needs.
• We will provide advice that is constructive and relevant to you.
• You will have dedicated support from specialist advisers.
• We will always aim to resolve matters speedily and thoroughly, with minimum inconvenience to you.

2. We will provide the right people with the right experience

• We will assign the most appropriate people with the right level and type of experience for you.
• Your case will be handled by individuals with in-depth knowledge of your issue.
• You will benefit from and have access to the mix of skills available across our firm.

3. We will communicate clearly

• We listen - so we can understand your issues.
• We will explain things clearly – we don’t use legal jargon.
• We will provide practical advice to allow you to make an informed decision.
• We look ahead, giving you advance warning of possible issues or problems.
• We will keep you fully informed, updating you at key points on the progress of your case.

4. We will be clear on costs

• We will provide clear information on costs - and alternative price structures where appropriate.
• We will provide you with cost estimates up front wherever possible.
• We will update you regularly on the progress of your case and any implications on costs.
• We will ensure you understand exactly what you are paying for.

5. We will provide the service you need, when you need

• Our services are provided from 4 offices across Lancashire.
• Our staff are all available on direct dial and email.
• We deliver a prompt turnaround on all calls and correspondence.
• If necessary we can arrange to meet clients out of normal office hours, at home or work premises.
• We can provide quotes and even take instructions on-line for selected services.

6. We welcome your feedback.