OUR CLIENTS CHARTER
A.Y. Sovereign Solicitors is fully committed to providing an independent, confidential service to all its clients regardless of their race, color, ethnic origin, national origin, sex, sexual orientation, religion, belief, age or disability.
1. WHEN YOU WRITE OR SEND E MAIL TO US
We will reply to or acknowledge your letter within five working days of receiving it. You will receive a full reply within fourteen (14) working days or a letter explaining why there might be a delay and when you can expect a full reply. When you send us an e mail, we will respond within 5 working days at the latest.
2. WHEN YOU TELEPHONE US
We will try to answer your questions as fully and as helpfully as possible but in your own interests we may not be unable to provide you with full advice without first seeing you and/or relevant documents. If your query is related to legal issues, whether or not we could discuss the matter over the phone would very much depend on the availability of a Legal Adviser.
3. WHEN YOU VISIT US BY PRIOR APPOINTMENT
Reception staff will immediately call the adviser concerned and you will not be kept waiting longer than fifteen minutes, subject to delays caused by other interviews or court attendance.
4. WHEN YOU SEEK ADVICE
You will receive confidential advice from a qualified Legal Adviser and trained caseworker. Any substantial advice that we give we will confirm that in writing.
5. COURTESY AND HELPFULNESS
You can expect us to be courteous, honest and helpful at all times. When you write telephone or visit our office, the person you are in contact with will tell you his or her name.
We would similarly not tolerate any kind of verbal, racial or other abuses towards our staff and would take appropriate steps should this occur.
6. COPY YOUR FILE
We will provide you with a copy of every letter or representation we make on your behalf. We will also provide you with a copy of every correspondence we receive for you upon request of the same. You should keep these documents safely as the firm will charge for a further request for documents or for copies of your file.