“To provide professional legal services in a friendly environment at a fair cost”
Martin Shepherd continually strives to provide the highest quality of legal services to its clients, both private individuals and businesses.
We are committed to:
• understanding each client’s individual needs;
• offering a tailor made service;
• providing clear information regarding costs;
• being open and honest;
• providing straightforward advice;
• keeping our clients updated throughout the life of their matter;
• being available to deal with urgent matters and respond to inquiries in a timely manner;
• maintaining client confidentiality in accordance with legislation;
• valuing the relationship we have with each of our clients;
• handling any concerns or complaints fairly (please see below).
Martin Shepherd wants to attract and retain the best possible talent in order to meet the needs of its clients.
To achieve this, we:
• have a policy of open and fair recruitment;
• identify the requirements of each individual role within the organisation;
• offer a salary and benefits package commensurate with each position;
• provide training and career development opportunities for all members of the team;
• understand each of our employees’ individual needs outside their working life.
We endeavour to minimise the impact of our operations on the environment by:
• complying with all relevant environmental legislation;
• minimising waste by streamlining processes and avoid using resources unnecessarily;
• actively promote recycling across the firm;
• source products and services from suppliers who have conscientious environmental policies.
Our Complaints Procedure:
We are committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we ask that clients tell us.
If you have a complaint, please contact us and your complaint will be passed to our Complaints Manager.
We have a structured process in place to ensure that your complaint is managed in a fair and timely manner. This procedure is available on request.
If you are not satisfied with the outcome of the complaint, you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk.
If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to a certified alternative dispute resolution (ADR) provider in the UK via the EU ‘ODR platform’.
The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, ie where you have instructed us for purposes outside your trade, business, craft or profession. The website address for the ODR platform is: http://ec.europa.eu/odr.