Customer service standards

Issues:

  • Our ‘Customer Service Charter’
  • Conflict of Interest Management
  • Recognitions for good customer service, Complaints and Testimonials

Our customer service standards (client’s charter)

You can expect us to meet the certain standards of a customer service. Below you will find the standards for customer service that we try to follow in our work.

It is important that both sides (both you and us) can work having several principles regarding the nature of our services in mind.

Some of the cases we handle (especially family and criminal cases) are by their very nature, be very difficult for you. We understand that on many instances, this will be your first contact with our law firm or a lawyer at all.

We try to act according to the principle – “no matter where you are coming from, what matters is where want to be”. We will not judge you and we fight for respect of your inherent rights; we do it boldly but ethically -always upholding the rule of law. We also do not discriminate on the basis of gender, sexual orientation, beliefs, religion or your nationality.

What you can expect from us

The principles of cooperation with our clients are our DNA – they are inscribed in our code of conduct and the internal policies of our firm. They can help you choose an advisor with whom you feel good. You can expect from us:

  • that we will treat you with tact and empathy;
  • that we will not judge you;
  • that we will call you back within 24 hours – if you leave us a message asking us to contact us;
  • if you send us an email that we will respond to you the next day at the latest (if the response requires more time – we will notify you about it);
  • that we will always act in accordance with the law;
  • that we will act boldly, ethically and pro-actively in relation to your matter;
  • that we will always act in your best interests;
  • that we will keep your affairs confidential;
  • that our advice will be clear to you and free of legal jargon.

What we expect from you

You can make it easier for us to work on your cases and even minimize the costs of dealing with your case by following these simple rules so that our cooperation runs smoothly.

We therefore ask you –

  • to tell us openly about your expectations;
  • to tell us about all – even the adverse circumstances of your case;
  • to liaise with us actively and not to leave matters to the last minute;
  • so that you pay our fees on time and understand that we cannot work for you free of charge;
  • to be honest and open with us if anything what we do for you is not meeting your expectations – please contact the lawyer conducting the case.

Conflict of interest

In the course of your matter you will very likely provide us with confidential information of particular importance to you. Your cases are always protected by the solicitor / advocate and Client confidentiality rules, and our internal policies.

In addition, we also operate an internal conflict of interest management policy. We always advise and represent clients taking care of your best legal interest.

In any scenario, you can expect that;

  • we will check whether we have acted for any parties to the case before;
  • if we have social contacts or interacted socially with the other side to the matter or dispute, in contentious matter – we will tell you about it and may decide we are conflicted. If this happens, we will return money and unused funds and case act for you;
  • if necessary, we will present an action plan including special method for transfer / sending of confidential information to our firm.

Please contact the lawyer handling the case, by phone or at the address of the info@wsalegal.com to discuss issues related to conflict of interest.

Please contact us to discuss the details

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    Recognitions for good customer service, Complaints and Testimonials

    We always strive to provide high quality services. We are glad that you appreciate our work. We value any comment and treat this as recognition of good customer service / good manners.

    We may, subject to your approval, publish some of your comments, on our website.

    What to do if you are dissatisfied with our services

    We believe that when working with us you will have no reason to complain about our services, but if any aspect of your case raises your concerns or you are dissatisfied with the service, please first talk openly with the lawyer handling the case. Many of the problems or ambiguities can be solved at this stage.

    However, if the response did not produce results and you are still dissatisfied, you can start the complaint procedure at our firm. There are no fees involved in this process – and your complaints are handled by a person other than the one handling your case. Complaints are dealt with quickly and we try to bring a solution that is satisfactory for both parties.

    Our complaint procedures will be provided to you by email before you engage our services, or upon your request.

    Below are the five main issues that organize the submission of complaints and complaints in connection with the provision of our services:

    1. If you are dissatisfied with our services, we suggest you first talk to the lawyer responsible for dealing with your case or write him an email.
    2. If, after the response of the lawyer handling the case, you are still dissatisfied with the response, you can escalate the complaint to the managing partners of the firm or person responsible for the internal complaint process. All contact details can be found in our general terms and conditions sent to you before you will engage us.
    3. If you cannot find our General Terms and Conditions (which contain the procedures related to the complaint procedure), you can always write to the address of the law firm: info@wsalegal.com. We will confirm that we have accepted your complaint within 36 hours of receiving it.
    4. Your complaint will be examined by an independent partner of the firm. We will send you our reply within 7 days of the date on which we have confirmed receipt of your complaint. If we need more time to prepare explanations – we will inform you about it.
    5. Please present your complaint to info@wsalegal.com