Client Charter

At Pogust Goodhead, we are committed to providing exceptional legal representation and client service to all our clients. Our client charter outlines what you can expect from us in terms of behaviour and conduct, and in turn, what we expect from you.

What You Can Expect from Us:

1. 1. Clear Communication: We will communicate with you transparently and promptly, keeping you informed about the progress of your case. You can expect timely updates on any developments and changes that may occur.
   2. Diligence: Our experienced legal team will diligently work on your case, utilising their expertise to analyse legal complexities and develop effective strategies to achieve your objectives.
   3. Respectful and Professional Treatment: We are committed to treating you with respect and maintaining the highest level of professionalism at all times.
   4. Confidentiality: We will handle your case with the utmost confidentiality and ensure that any sensitive information you provide remains secure. Your privacy is of paramount importance to us.
   5. Timely Responses: Your enquiries, concerns, and communication will receive prompt attention. We are committed to responding to your messages and calls within a reasonable timeframe.

Behaviours and Conduct We Expect from You:

1. 1. Honesty and Full Disclosure: Please provide us with accurate and complete information about your case, even if it might be unfavourable. This will enable us to provide you with the best legal advice and representation.
   2. Respect for Client Care Agents: Our client care agents are an integral part of our team. We expect all clients to interact with them respectfully, recognising their important role in assisting you. This can be via email, call or our online chat facilities.
   3. Active Collaboration: Engage in open and productive communication. Please respond to our requests for information, documents, and feedback in a timely manner.
   4. Respect for Professional Boundaries: Understand that while we are dedicated to your case, our team has other commitments as well. Respect our office hours and scheduled appointments.

By adhering to these principles, we can establish a strong working relationship based on mutual respect, clear communication, and a shared commitment to achieving successful outcomes in your claim with us.

We have a zero-tolerance policy towards abuse, harassment, or unlawful discrimination against our staff. Ensuring our staff are treated with dignity and respect is Pogust Goodhead’s priority. So, we will cease to offer our services to any individual whose conduct is unacceptable.