Martin Kaye
Reassuringly Different

Service Charter

Our Mission
 

Since we first set up the firm in 1984 we have recognised the importance of not just saying we are different but being different. We have developed a unique "meaningful mission" which compels every one of our people to:

  • Listen to, respect and respond to our clients needs

  • Take time to generate cost effective and practical solutions

  • Always try to see things from our clients perspective

  • Agree a plan of action with each client

  • Communicate regularly and transparently throughout every transaction

  • Ensure we are invariably reliable, approachable and accessible

  • Conduct ourselves in an efficient businesslike manner

  • Enthusiastically support our local community

  • Treat every member of staff with as much consideration as our clients

  • Above all to adhere to appropriate written service standards which comprise our Service Charter

Firm Wide Service Standards
 

At Martin-Kaye all of our staff are committed to complying with our five key service standards. Our aim is to ensure that all clients are aware of the level of service you can expect from us at the outset, and by delivering them we will consolidate our reputation for quality across the sector.

  1. All incoming telephone calls will be answered within three rings

  2. All legal staff will record a  voicemail message every working day advising of their availability and whereabouts and giving predicted response time

  3. All telephone and voicemail messages will be responded to within the promised response time

  4. All clients will receive regular updates by text message, telephone or email on a pre agreed day - every 7 days for domestic conveyancing, 14 days for family, 21 days for commercial and probate and 28 days for personal injury

  5. All clients will be told the estimated cost of their transaction at the outset

Further Information About Us