Service Standards

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

1Telephone CallsGoal
aAll telephone calls to be answered within 30 seconds85% of the time
bClient calls to be returned by fee earner to deal with specific queryWithin 24 hours
cResponse time to voicemail or other telephone messagesWithin 24 hours maximum
d If fee earner not available, support staff to advise client when their call will be returnedWithin 2 hours maximum
eFee earner to reply to client following (d)Always
2Emails
aAcknowledge receipt of client emailsWithin 24 hours
bUse ‘Out of Office Assistant’ if absent for more than 4 hours, and provide alternative contactAlways
3Correspondence
aMaximum time to respond to correspondence from clientAcknowledged within 1 working day and dealt with in 7 working days
4Complaints
aTime taken to acknowledge complaint5 working days
bTime taken to produce substantive responseWithin 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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