'facio precipuus’...... Setting new standards of excellence
Excellent Service or Solicitor Fees are reimbursed. Your Conveyancing Network solicitor will provide the very best service to referrers and clients by using innovative technology and proactive communication. As such we promise to meet the following:
What we promise to do for Clients
1
First Response - A designated member of staff at the solicitors will call the client and estate agent/IFA on the day that the conveyancing file has been opened to introduce themselves, explain the file operational and contact procedures and answer any questions. (i)
2
Updates - You will receive online updates to within 4 hours accuracy, via the Conveyancing Network and/or solicitor's state of the art on-line, secure, website facility
3
Text Messages & Emails - Your solicitor will provide you with SMS text message updates and emails to confirm key stages have been reached e.g. mortgage offer received, exchange made etc
4
Guaranteed “Call You Back Service” - Clients will be allocated a mobile phone number for texting to only (not calling). Clients can text their password followed by their name and will be guaranteed a return call from the solicitors within 3 hours (ii)
5
Messages - All telephone messages left for your point of contact to be returned by a member of staff on the same working day if the call is received before 3.00pm (iii)
6
Replies - All emails received before 3.00pm to be replied to same day
7
Extended Hours – Open between 8.30 am and 6.30pm Monday to Friday (iv)
Should the service you receive fall beneath the Conveyancing Network Service Charter then your solicitor will reimburse their legal fees - the CN Referrer Charter is governed by the terms & conditions published on our website. Please see www.cn-ltd.co.uk/conditions
What we promise to do for referrers
1
First Response - A designated member of staff at the solicitors will call you on the day that your client's file has been opened to introduce themselves, explain the file operational and contact procedures and answer any questions (i)
2
Updates - You will receive online updates to within 4 hours accuracy, via the Conveyancing Network and/or solicitor’s state of the art on-line, secure, website facility. By using your login you can see the progress of all your files at once
3
Text Messages & Emails - Our updates software will email you to confirm milestone stages have been reached, e.g. mortgage offer received, exchange made etc, on every Conveyancing Network file registered to you (ii)
4
Guaranteed “Call You Back Service” - Each Conveyancing Network solicitor is allocated a mobile phone number for texting to only (not calling). Referrers can text a simple password followed by their name & company to be guaranteed a return call from the solicitors within 3 hours
5
Messages - All telephone messages left for your point of contact to be returned by a member of staff on the same working day if the call is received before 3.00pm(iii)
6
Replies - All emails received before 3.00pm to be replied to same day
7
Extended Hours – Open between 8.30 am and 6.30pm Monday to Friday (iv)
8
Same Day Paperwork – Please send us your sales memorandum by email and we will guarantee to get the client’s paperwork out the same day(v)
(i) Guaranteed to be the same day if the file is opened and the solicitor instructed before 3.00pm and the following day before 11.30am if the file is opened and the solicitor instructed after 3.00pm. This assumes that the client is contactable, otherwise a message will be left and/or an email sent.
(ii) Guaranteed for texts received between 9.00am & 3.00pm Monday to Friday.
(iii) The client will have to provide clear evidence of the date and time of a call (such as a phone bill) to substantiate a claim for reimbursement of fees.
(iv) If you/your client requires extended opening, please request this before your client’s file is allocated to a solicitor. Normal opening hours are 9.00am to 5.00pm.
(v) Guaranteed to be the same day if the file is opened and the solicitor instructed before 3.00pm and the following day before 11.30am if the file is opened and the solicitor instructed after 3.00pm.
