Client Service Charter

Viberts is independently accredited by Lexcel, the legal practice quality mark for practice management and client care used by the Law Society of England and Wales.

In keeping with Viberts’ values of being pragmatic, supportive, dedicated and people focused we aim to provide the highest level of service and care to our clients, and consider it important that our clients and staff understand the expectations of the other. This Client Service Charter sets out those expectations and is part of our overall commitment to ensure clients are satisfied with the service we provide.

Service standards

We aim to provide quality legal advice that is clear and in plain English.

We aim to respond to or acknowledge your communication within one working day.

We will endeavour to provide you with an appointment as quickly as possible and will be punctual when attending pre-scheduled meetings.

We will explain how we can support you in order to achieve the right solution for you.

We will act professionally, ethically and with integrity.

Working together

We will assign the right person to your case, taking into account your needs and expectations.

We will ensure all matters will be supervised by a partner and you will have access to that partner.

Fees

We will be always open and transparent about our fees.

We will provide you with carefully prepared fee estimates from the start, wherever possible, given the certainty of the work required.

We will ensure where appropriate you are offered a choice of pricing options.

We will ensure any bill we send you will be clear and itemised, showing the work carried out and the amount charged.

You can help us provide the service you deserve, if:

You clearly inform us of your objectives and expectations.

You give clear instructions.

You ensure we have understood each other correctly and communicate to us if you are not sure about any advice given to you.

You respond as soon as possible to any requests for information or instructions.

You appreciate that we have to follow a strict professional code of conduct.

You let us know immediately if you consider your expectations are not being met.

Feedback

If you want to provide feedback, positive or constructive, there are a number of ways to do this:

1. Send back the feedback form you receive from us once your matter has been resolved.
2. Download and fill out the feedback form here.
3. Call, email or write to us.