Here we briefly explain what it means to be a client of Mills & Reeve and what you can expect from us.
Our client experience commitment explains what we will do to provide you with a leading client experience.
Each time you ask us to do some work for you, unless otherwise agreed, we will send you the key information for the piece of work which will set out:
- details of the team who will be helping you
- a description of the work that we will carry out for you and the likely timescale, plus any assumptions and exclusions which apply to the work
- information about our costs, third party costs and any other charges related to the piece of work
- billing arrangements (normally monthly)
Any work that we carry out for you is governed by our terms of engagement. These provide a framework for our relationship and the responsibilities we have to each other.
If the work you ask us to do is contentious or potentially contentious, further information about costs and how we handle this type of work can be found [here – INSERT LINK].
If there are any adjustments we can make to support you, please let us know. Here are some examples of common adjustments we can make, though this is by no means an exhaustive list and you will be best placed to tell us what you need.
- For emails and letters – large font or adjustments to text/paper colour.
- For meetings in our offices – hearing loops, accessible parking and meeting rooms.
- For remote meetings – subtitles and/or transcripts, changes to backgrounds.
- For phone calls – avoiding non-urgent calls during rest periods or work/care responsibilities.
- For all communications – translations or BSL remote interpreter support.
If you would like to give any feedback (positive or negative) please speak to the lawyer dealing with your work, or the lawyer supervising the work, or the Client Relationship Partner. If anything goes wrong and you need us to put it right, please see raising concerns and making complaints.
When you need to send us any money, please see [paying money to us – INSERT LINK].
We draw your attention to our policy regarding payment of interest on balances held in our client account.
The way in which we use your personal data is regulated by data protection legislation in addition to our professional duty of confidentiality. See our privacy notice.
If you would like any further information please contact XXXX.