Customer Care Mandate
Our aim is to provide you with a great service and excellent quality delivery, via a method that suits you best.
Our Promise to you
We are committed to excellence in customer care and we always strive to provide our clients with the highest level of customer service and customer satisfaction at all times.
We have created transparent and traceable standards and we promise to adhere to these. We understand that our clients are individual and we promise to treat each client on an individual bespoke basis.
1. Telephone Calls
To answer each call within 3 rings or to leave us a message.
2. Service Levels
We will deliver a friendly and efficient service responsive to your customer needs.
All emails received before 3pm will be replied to on the same day.
All telephone messages received before 3pm will be returned by a member of the team on the same working day.
We will adhere to terms and conditions of our Consumer Agreement.
We adhere to all aspects of the Data Protection Act including Data Protection Principles. We appear on the public register at www.ico.org.uk
What to do if you are not satisfied with the service
We are committed to high quality legal advice and customer care. If you are unhappy with the service you have received from The Legacy Company simply tell us. Please mention any difficulty to our Customer Support Team who can be contacted on 0800 019 9660 or firstname.lastname@example.org. If after that you are still not happy, we offer a 2 stage Complaint Process with the aim of resolving matters satisfactorily and promptly.
The first stage is to telephone or write to us as soon as possible as we will try and reach an amicable solution for you. Your complaint will be acknowledged within 48 hours and a full response issued within 7 working days from the date of this acknowledgement. If we are unable to provide a response within 7 working days, we will let you know and keep you informed of the progress.
If you are not happy with the outcome and you feel your complaint has not been satisfactorily resolved then tell the person you have been dealing with and they will ask for the Operations Manager to review your concerns. You will be notified of who will be dealing with your matter within 48 hours and you will receive a full interim response from the Manager within 14 working days from the date of this acknowledgement.