There are certain things in life that are made easier by the "nice" people you meet along the way. Thank you for your help; infact thank you for everything; I'm glad I wasn't in this alone.

The stress of moving was very much kept to a minimum with such pleasant, happy, courteous and professional people. We would be very happy to use your services again.

A thoroughly professional company.

When stating on the telephone that a letter would follow in the next post, it arrived on my doorstep the next day! Your staff were most helpful throughout.

We appreciate greatly, the helpful way in which you handled our house sale, nothing but the highest praise for your efforts both professional and client relations.

Nothing was too much trouble, matters were dealt with very promptly and without any fuss. We will definitely recommend you.

Many thanks for all your hard work. All of your efforts were truly appreciated. We only wish other agencies involved in house moving were as efficient!

"Full marks!" "This is the second time in recent years that we have used your company. We would not hesitate to use Clutton Cox in the future and would recommend your company most highly.

Excellent service. Thank you for all the time and help you made available. "The service was first class, and I will have no hesitation in recommending you to other people.

I was more than pleased with the way you dealt with my affairs and the problems encountered. I could not have asked for better service or more support.

Excellent service. Thank you for all the time and help you made available. "The service was first class, and I will have no hesitation in recommending you to other people.

I was more than pleased with the way you dealt with my affairs and the problems encountered. I could not have asked for better service or more support.

I was impressed with the way you and your staff managed to be patient, courteous and maintain an air or optimism even when difficulties arose, thank you.

Once again signed, sealed and completed without a hitch! Cheers for all your hard work.

Very pleased indeed with the service no hesitation in recommending it to others.

We found our dealings to be very efficient and helpful and would not hesitate to recommend Clutton Cox to any of our friends/relations. Many thanks for your assistance in this matter.

We were very impressed with the service we received. "All staff were very friendly and helpful. They did not tire of my constant phone calls!

I thank you for the exceptionally quick service you have provided for me. I never imagined things would all go so quickly and smoothly!" "Very much appreciated, thank you.

We were impressed with your willingness to answer our queries and clarify matters for us. Thank you very much.

We are more than pleased with the speed and efficient way our conveyancing has been handled. We will certainly use your services again and will recommend you to our friends.

We were very happy at the service we received. It was very professional and efficient.

01454 312125

Conveyancing Quality Scheme: The 4 C's of Client Care

by Paul Hajek on

conveyancing quality scheme logo The Law Society introduced early this year a new Conveyancing Quality Scheme to assist members of the public when choosing a Conveyancing Solicitor

What the Law Society has done in instigating the Conveyancing Quality Scheme (rather commendably if somewhat late in my opinion), is to make it easier for the public to differentiate one Conveyancing firm of solicitors from another firm of Conveyancing Solicitors.

client Care is one such area where the public can differentiate.

When you have been doing Conveyancing for as long as I have, it is perhaps easy to take for granted the core principles upon which I have built up the Clutton Cox practice. These core principles may not be instantly known or appreciated by every one.

Good, therefore to revisit what makes up a Quality Conveyancing Service.

The Conveyancing Quality Scheme mandates that all law firms which are part of the Scheme should be recognised as being expert, accurate and appropriate.

The Conveyancing practice must ensure that its advice is cost effective and communicated in a manner that is appropriate for each client. The Conveyancing practice must act with integrity and strict confidentiality in all its dealings with clients.

These benefits can be grouped together under what I call the 4 C’s of Conveyancing Quality Scheme: Competence; Confidentiality; Commitment and Courtesy.

1.Competence:

This may seem a curious and almost a given requirement for any solicitor.

The simple fact of the matter is however that any solicitor can carry out Conveyancing.

It is estimated that there are about 10,000 law firms in England and Wales, but only 2,000 or so law firms could claim to do Conveyancing regularly as part of their core legal services.

To date only some 600 law firms have been accredited under the Conveyancing Quality Scheme.

As part of the Scheme a practice will only accept conveyancing instructions where it can meet its commitment to the provision of an expert and professional service to clients.

2.Confidentiality:

Solicitors have strict rules regarding confidentiality and a legal obligation (save for very few exceptions e.g. money laundering) to keep details of clients’ matters confidential.

In a Conveyancing context, this needs a little tweaking as we are required to make the matter as transparent as possible and to share information with others to assist in the efficient management of each transaction or chain of transactions.

Before doing so we would ask our clients for permission and would encourage clients to give such consent.

Conveyancing firms will do this in their Terms and Conditions or Letter of Engagement.

3.Commitment:

A client is entitled to expect real commitment from their conveyancing solicitors in handling their conveyancing transaction and attach appropriate priority to their requirements.

The Letter of Engagement and/or Terms and Conditions of the Conveyancing practice should set out what the client can expect including a fixed fee or best estimate of costs ( why we all can’t use the word fees, is beyond me)

Commitment should not finish at the end of the matter as a client feedback form is actively encouraged and valued; something we at Clutton Cox have been using for almost the last 20 years.

We post the comments from our Client Satisfaction Questionnaire on the Clutton Cox website.

Without feedback, good and bad, no Conveyancing firm can hope to keep improving.

It may be at this stage that a complaint may be registered. How a firm chooses to deal with complaints is often a very good indicator of how they value clients.

4.Courtesy:

All clients are entitled to be dealt with in a respectful and courteous manner.

This will manifest itself with how the clients are greeted art reception, not keeping them waiting for appointments.

Courtesy will also be displayed in all communications whether on the telephone by letter or email.

The solicitor (or “fee earner” as non solicitors are unglamorously referred) must meet and greet client sin reception, ensure that clients are not kept waiting (more than 10 minutes would be penalised by public execution –my take not that of the Scheme)

The receptionist should also be under the same high standards, which will include a dress code.

Simple and straightforward advice and service is a hallmark of the Conveyancing Quality Scheme.

At Clutton Cox we have compiled 25 questions to ask your Conveyancing Solicitor before instructing them.

All of the above and more are included in the Clutton Cox Conveyancing standards.

If you are looking to move try out our free Conveyancing Calculator which will not only give you a guaranteed fixed fee with no hidden extras but also help you budget for the other expenses in buying or selling your home.

^{Reference: Conveyancing Quality Toolkit published by Law Society}