Client Care

What you think about the firm is very important to us. We want our clients to be more than just satisfied with our work, and we set ourselves high standards to achieve this. Accordingly, we welcome any comments that will help us improve our service.

All the work that we do is conducted by a partner, under the direct supervision of a partner, or by a suitably qualified and experienced senior member of staff. Accordingly, in the event of any dissatisfaction with the service provided, a client should raise the matter as soon as possible with the person responsible. This can be done by telephone or in writing, by fax, email or letter. The sooner the matter is raised the better, from the point of view of both parties.

Should the person responsible for the case or transaction be unable to resolve the issue, it will be referred to the firm's client relations partner, Tom Rennie. In the event that clients do not wish to discuss a complaint with the responsible person, they may approach him directly. Tom Rennie is the senior commercial partner within the firm, and will look at the matter in issue in a dispassionate and constructive manner. In the event that Tom Rennie is already involved as the partner responsible for the case or transaction, the firm's senior partner, Philip Anderson, will take his place.

If a client still feels that the firm has not properly addressed the complaint, the client may refer the matter to the Clients Relations Office of the Law Society of Scotland (address details below), who will investigate it on an impartial basis. The Law Society of Scotland is the governing body for Scottish solicitors and is the regulatory authority for all solicitors in practice in Scotland. The regulatory role of the Society ensures a high degree of protection for the clients of law firms in Scotland.

Client Relations Office
Law Society of Scotland
26 Drumsheugh Gardens
EDINBURGH
EH3 7YR

You can get more information about the Society at www.lawscot.org.uk

We hope that the message from Peterkins is clear. However good or perhaps bad, we want to hear what you think!