Martin Kaye
Reassuringly Different

Our Service Commitment

Call us on 0845 644 6357 or 0845 644 6192

Our Service Commitment

Standards and quality are central to the way Martin-Kaye LLP deliver services.

We have a firm wide service commitment that is complied with by all members of the Martin-Kaye LLP team including the administrative and accounts staff.

In addition, every division of the firm also has its own commitments that are specific to it. The property department has different service commitments to its sale and purchase clients, remortgage clients and mortgage introducers.

Our clients will

  • Receive a client care pack within two working days of instruction
  • Receive replies to all letters within two working days of receipt
  • Have all telephone calls returned the same day
  • Be able to contact us by direct dial telephone or e-mail
  • Have the same point of contact throughout the transaction
  • Be kept updated
  • All domestic conveyancing clients will receive a weekly update telephone call
  • All domestic conveyancing clients receive a full property report as soon as practicable

Introducers who refer work to us will

  • Receive a weekly update of all active cases by fax or e-mail
  • Know who is running the matter from day one
  • Have senior points of contact to answer queries and solve problems
  • Have all legitimate fee notes paid on the day of completion
  • Have all instructions acknowledged within one working day of receipt
  • Have all mortgage documents sent out within one working day of receipt of offer
  • Receive regular feedback so that we can improve systems and procedures

Additional service levels

  • No completion no fee - we will not charge if a matter does not complete
  • Internet tracker and SMS text messaging available
  • Competitive fixed charges for standard re-mortgages, right to buys and domestic conveyancing
  • Experienced, specialist teams to look after all types of work including adverse re-mortgage, right to buys, equity release, buy to let and domestic and commercial conveyancing

Turnaround Times

  • We aim to complete all re-mortgages within 10 working days of receipt of offer
  • Wherever possible we agree completion dates and drive the chain from day one in domestic conveyancing cases
  • Where the local authority will allow it we aim to complete all right to buys within two weeks of receipt of both transfer and mortgage documents

Further Domestic Property Services