CLIENT CARE

COMMITMENT TO CLIENT CARE

We greatly value our clients and the relationships that we have built with them over the years.
Clients return to our firm as they know that we are concerned with their problems and enjoy sharing in their triumphs. We recognise that while excellence in legal work is our core function, this must be accompanied and supported by the highest standard of professional conduct and client care.
We continually monitor our performance and conduct regular reviews of our systems and procedures to refine and improve our standards of client care.
It is our goal to achieve
• excellence in the provision of legal advice.
• to be approachable and trustworthy .
• to deliver solutions in an efficient and timely manner.
To this end we operate the following client care plan


Expertise

We ensure that each client’s matter is attended to by a diligent and suitably qualified member of staff.
All of our solicitors and support staff are highly qualified and experienced professionals, competent in their field. We are committed to ongoing staff training and development to ensure our clients receive an outstanding level of service and client care.
Accessability

We are located in purpose built offices with wheelchair access, client parking and easy access to public transport.
We will give appointments without any undue delay.

Efficiency

To ensure a faster resolution of any problem we have a policy of providing a prompt response to all telephone calls, e-mails and correspondence aided by our up to date systems of work;
Client files are given time and attention and it is also our policy to copy clients on all relevant correspondence and to engage with our clients to share information in a user friendly way.
We appoint a dedicated solicitor to each file with a regular internal file review system to ensure that each file is progressed in a manner consistent with the best interests of our clients. This trust based relationship assists as a quality guarantee.

Communication

You should not have to be bogged down trying to translate legalese. We give you clear legal advice, options and recommendations that you can understand. We want to ensure that you understand what you are undertaking (including the risk of success or loss) and the possible costs involved.
We take detailed initial instructions from our clients with a view to understanding their particular needs and concerns and to respect and listen to our clients' point of view. We believe it is important to set realistic expectations for our clients and to do our best to manage these expectations .
We will explain the legal procedures involved and we will inform you of the progress on your file and important dates to remember in relation to your matter. We will write letters to you in plain succinct language.
We encourage feedback.
If you are unhappy on any aspects of our service, you should initially discuss this with the Solicitor dealing with your case on a day to day basis. If the matter cannot be resolved then you may refer the matter to the Solicitor in charge of Office Management. Presently this is Virginia Harrington. She will investigate the matter and implement our internal complaints procedure. A copy of this will be available to you on request, and she will notify you of her findings.
In the event that a client has not been satisfied with the service provided we have a complaints policy which will ensure that the client is contacted within 7 days of receipt of a complaint to try and resolve the problem.
A copy of Niall Murphy & Co. Solicitors complaints procedure is available on request.

Confidentiality

Solicitors are under a professional and legal obligation to keep the affairs of clients confidential. At Niall Murphy & Co we treat this obligation as a matter of priority.
All our employees must sign a Guide to Client Confidentiality Agreement as part of their terms and conditions of employment.
We use certified destruction methods for all documents that are no longer required and which are not to be archived as required under Law Society Regulations.
We will keep all information regarding your affairs confidential at all times unless you instruct us to disclose information or we are compelled to disclose it by law.
If an actual or potential conflict between your interest and the interests of another client of the firm arises during our dealings with you, we will discuss the position with you and determine the appropriate course of action.


Responsibility

Your Engagement Letter will name the person responsible for your matter and his or her position within the firm. If that person is not a Partner, the letter will also name the Supervising Partner. Should it prove necessary to refer you to another person, we will inform you immediately of the change and the reason for it.


Quality Audit

The firm operates a system of regular quality audits when files of every Solicitor will be picked at random by a Senior Solicitor to ensure that the file has been properly managed.


Your Financial Control

Before you commit to instructing us we shall provide you with information as required by law in relation to our fees and the likely costs incurred by you.
Money held by us for you, whether received on your behalf or for payment to a third party or on account of fees, disbursements or otherwise, will be held in our Client Account in accordance with the Solicitors Accounts Regulations.


Data Protection

Niall Murphy & Co. complies with all data protection laws applying to the firm. We will use any information you provide for the provision of legal services to you. Our use of that information is subject to your instructions, the Data Protection legislation and our duty of confidentiality. Please note that our work for you may require us to give information to third parties such as expert witnesses and other professional advisers. You have a right of access under the data protection legislation to the personal data that we hold about you


Office Hours and Appointments

Monday – Friday
9.00 a.m – 5.00 p.m.
To assist our clients, we are happy to meet you out of office hours but we would ask that you contact us so that same made be made by prior appointment.


How you can help us
Please give us clear instructions, tell us if you have any important time limits, make sure we have understood each other correctly, ask us if you are not sure about anything, deal promptly with any questions that arise, keep in regular contact – don't feel afraid to ask for a progress report if you are worried about anything.


Complaints
We are confident of providing a high quality service in all respects. If, however, you have any queries or concerns about our work, please raise them in the first instance with the Solicitor dealing with your case. If you feel that they are not able to resolve the problem then you should contact the Solicitor in charge of Office Management, Ms. Virginia Harrington .
We have a recognised procedure for dealing with complaints that ensures they are given proper attention, and a suitable remedy is found without delay.
We would hope that way would resolve any problem that arises. It is therefore important that you raise any concern you may have with us as soon as it does arise.