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.

1 Telephone Calls Goal
a All telephone calls to be answered within 30 seconds 85% of the time
b Client calls to be returned by fee earner to deal with specific query Within 1 working day
c Response time to voicemail or other telephone messages Within 1 working day maximum
d  If fee earner not available, support staff to advise client when their call will be returned Within 2 hours maximum
e Fee earner to reply to client following (d) Always
2 Emails
a Acknowledge receipt of client emails Within 1 working day
b Use ‘Out of Office Assistant’ if absent for more than 4 hours, and provide alternative contact Always
3 Correspondence
a Maximum time to respond to correspondence from client Acknowledged within 1 working day and dealt with in 7 working days
4 Complaints
a Time taken to acknowledge complaint 5 working days
b 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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