Working together for the best outcome for you
We set a high bar for our standards of client care and professionalism, aiming to deliver exceptional service for everyone.
We want to do our very best for you at all times. Our client commitments reflect this, setting out:
- What you can expect from us
- What you can do to help your case progress smoothly
- How you can let us know if you’re not satisfied with our service
What can you expect from Tozers?
When you’re a Tozers’ client, we promise to:
1. Keep you informed
Clear communication is an essential part of our service.
Our lawyers are both easy to talk to and easy to reach. We explain everything in plain English, so you know what to expect at each stage, and provide you with:
- A named key contact
We assign a named contact for your legal matter, considering your needs, expectations and budget. You will have their direct contact details.
- A prompt response
We aim to respond to emails, telephone calls and written communications promptly. If the issue is time sensitive, we do our best to respond within the necessary period and will let you know a realistic timescale if this is not possible.
- Regular updates
We estimate how long work may take before we begin and offer regular updates on our progress or any developments.
2. Be clear on costs
We’re open about our fees and how we calculate these. Our size and leverage mean we can work on your case at the right level and for the right price, without compromising quality or delivery of service.
We provide:
Transparent fees from the outset
- We aim to give a total cost for your case – or the best information we can on the likely total cost – before we begin.
Straightforward billing
- This shows the work done and the amount charged. Should anything change, we contact you before incurring any additional costs.
Competitive pricing
- This includes flexible charging structures for some of our practice areas and fixed fees where possible.
3. Work with you
Our aim is to build strong, trusted and collaborative relationships, providing exceptional legal support at all stages of your personal and business life as we grow with you.
We prioritise happy teams who are properly resourced and trained. Our lawyers are highly skilled – but you’ll also find them approachable and friendly.
No matter who you’re dealing with, you can expect them to:
- Listen to what’s important and put your needs at the forefront
- Truly care about delivering the right outcome
- Protect your interests at all times
4. Meet the highest professional standards
You can feel confident your case will be handled expertly and with the attention it deserves.
We are:
This benchmarks our performance through regular independent audits, including meeting the rigorous requirements of the ISO9001:2015 quality standard.
- Highly rated and recognised
We’re proud of the feedback we receive from our clients: we’re in the top 10 solicitors in the UK on Review Solicitors and are rated 4.9/5 from over 3500 reviews. Many of our lawyers and teams are recognised by leading legal directories, the Legal 500 and Chambers & Partners. Find out more about our accreditations.
- Committed to responsible business
This is a fundamental part of who we are, helping us meet the high standards you expect from us. Our approach focuses on creating an inclusive workplace for our people, collaborating with our communities and setting a sustainable path to minimise the impact on our environment.
How you can help
You can help us meet our commitment to exceptional service by:
- Providing clear details about your case and what you want to achieve.
- Responding as soon as possible to any requests for information and working with us to set and meet realistic timescales.
- Contacting us straight away if anything changes in your circumstances.
- Understanding we have to follow a strict professional code of conduct and regulatory standards.
- Paying our invoices on time so we can keep working on your case.
- Letting us know if we’re not providing you with the service you expected, so we have a chance to put things right.
What to do if you’re not satisfied with our service
We take our Client commitments seriously and welcome your feedback, as this helps us make sure our high standards are being met.
If you’re not satisfied with any aspect of your service, please tell us immediately so we can do our best to resolve the problem. In the first instance, it may be helpful to discuss your concerns with your named key contact.
If we’re unable to resolve the issue, you can contact our Client Service Partner to make a formal complaint. Read more about our complaints process here.