Pay an Invoice - Tollers Solicitors

specialist contest a will solicitors
specialist contest a will solicitors
specialist contest a will solicitors

About Us

professional contest a will solicitors 2

About Us

personal injury solicitors

About Us

Tollers are proud to have a Client Service Standards programme in place which is dedicated to improving our service and relationships with clients.


Telephone Calls



All telephone calls to be answered within 30 seconds

85% of the time 


Client calls to be returned by fee earner to deal with specific query

Within 24 hours 


Response time to voicemail or other telephone messages

Within 24 hours maximum


 If fee earner not available, support staff to advise client when their call will be returned

Within 2 hours maximum


Fee earner to reply to client following (d)






Acknowledge receipt of client emails

Within 24 hours


Use 'Out of Office Assistant' if absent for more than 4 hours, and provide alternative contact






Maximum time to respond to correspondence from client

Acknowledged within 1 working day and dealt with in 7 working days





Time taken to acknowledge complaint

5 working days


Time taken to produce substantive response

Within 6 weeks of all info being received

Our Goals are:

To create a benchmark for ourselves on client service standards.

To provide a level of service that exceeds the needs and expectations of each individual client.

To outshine our competitors by providing an excellent service.

This is a shared responsibility throughout the firm and it means:

  1. Being polite, friendly, and professional with clients at all times
  2. Listening carefully to the client's requests and giving an accurate and efficient response
  3. If needed, asking questions to ensure the clients request is fully and clearly understood
  4. Being communicative and replying promptly to messages
  5. Avoiding the use of voicemail wherever possible - clients like to talk to a real person
  6. Being available as much as possible to the client even when busy
  7. Being on time for appointments and ensuring clients are made welcome when visiting us
  8. Checking that the client was satisfied with the service following conclusion of the matter every time
  9. Keeping in touch with our clients on a regular basis and looking after them
  10. Developing a personal relationship with the client during and after the matter

Delighting our clients will ensure they come back to us next time as well as referring others to us

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