Client Care
Everyone at Michael Bower Equine Law (part of Waddington Turner Wall Solicitors) is committed to providing first class client care and high service standards to all our clients.
Our Client Care Policy describes what this commitment means in practice and what our clients can expect from us. In brief:
- We will always try to ensure that we put our clients first.
- We always aim to achieve the very best results for our clients.
- We will always act professionally.
In order to achieve the highest standards of client care, the staff of Michael Bower Equine Law will:
- provide you with a high quality, professional and consistent service, delivered in a timely manner and taking into account your needs and circumstances;
- always act in a respectful and courteous manner;
- always treat you fairly;
- be open and honest;
- give clear and concise legal advice;
- use plain English wherever possible and explain any legal terms or references;
- provide you with clear information about how your case will be managed and if there are alternative courses of action, such as mediation, we will provide you with the relevant details;
- represent your best interests and act with integrity;
- ensure they communicate effectively and, wherever possible, in a format that suits you i.e. letter, telephone, email, text, fax;
- act in accordance with the Solicitors’ Code of Conduct 2011 and other relevant regulatory requirements;
- provide you with the details of any costs involved (in some cases this will be an estimate), and provide regular updates on the costs incurred or in circumstances where the costs are likely to increase from the original amount advised e.g. to cover the costs of an expert or barrister;
- provide a number of payment options so that you can choose an option that best suits your financial situation and therefore avoid unexpected and/or large one-off invoices;
- advise you if interest is going to be incurred on an outstanding balance;
- inform you that the complaints procedure is available in paper form or downloadable from the Michael Bower Equine Law website. This includes all the relevant details about the Legal Ombudsman.
Client Care Letter
At Michael Bower Equine Law (part of WTW Solicitors), once we take on your case we issue a client care letter which explains in detail the level of service you will receive. In addition, we will name the person responsible for your case, their position in the practice and their qualifications. Where appropriate, we will also give the name of the supervisor responsible for overseeing and monitoring that case. If in the future there is any reason to complain about the service you have received then the details of our Client Care Manager will be provided.
Feedback & Testimonials
In order that we can continually improve our service, we actively encourage and value feedback from our clients. We will, in the future, use new methods to gain this feedback, including client satisfaction surveys.
In addition, we monitor and evaluate any client complaints to identify and address any shortcomings and failings in order that we can strive to continually improve our standard of service.
This policy will be assessed annually as part of the Michael Bower Equine Law (Waddington Turner Wall Solicitors) review of client care.
Our Client Care Policy
Client Care Policy Document
Free Initial Enquiry
Michael, Rebecca and the team would be delighted to explain how they can help. For your free, initial enquiry, please:
Free Initial Enquiry
The Equine Law team would be delighted to explain how they can help. For your free, initial enquiry, please:
COVID-19 – Latest update
In line with the latest Government’s COVID-19 guidance, our Keighley office will remain closed to all visitors (apart from emergency appointments). Some of the team may need to work from home at times but they can still be reached via email. They will provide a contact number for you should you need to speak to […]
Read MoreWhat our clients say..
Thank you so much Micheal for the solid advice you gave me on the abandonment issue I had at my yard recently.
Great guy and really helpful, with a true understanding of the horse world.
Highly recommended.
Michelle C – 28.02.2018
Just wanted to write to thank Michael for his good advice today - no messing around, you listened and gave me sensible advice which actually prevented you from gaining a client! You told me what was what, talking in plain English not “solicitor speak” and directing me through my options.
I listened and did exactly what he advised, and I’m pleased to say I have successfully agreed an amicable compromise with the other side. This has saved me a small fortune, but more importantly made me realise that I needed to draw it to a conclusion rather than dragging it through the courts.
I would recommend anyone worried about being led down the path just to pay solicitors fees, speak to Michael. He can give you free advice, and that’s all I needed today - thank you.
Janice Dunphy – 27.02.2018
Michael Bower is very prompt, and also extremely thoughtful about the client’s situation. When providing my wife and I with advice on an equine legal matter, he stepped us carefully through the options in a simple-to-understand way with only limited call on legal jargon. A very refreshing experience.
Jack Rickard – 25.02.2018
Mr Michael Bower has been extremely knowledgeable and very helpful in a matter which could have been exceptionally difficult. He advised me sensibly how to handle the situation in the most effective and efficient way. I am very grateful for his help and would have no hesitation in recommending him to anyone with a complicated situation in both the property and equestrian sphere. I cannot thank him enough.
Ms Sally Eastwood - 14.02.2018
Recently seeked some advice following the sale of a pony to an established organisation. Replied both via phone and email within 24 hours. Highly recommend.
Charlotte S
Michael is a highly knowledgable very helpful person. Nothing is too much trouble. Would highly recommend him. His knowledge of horses and the law is extensive. Thank you for your advice today it's much appreciated.
Elaine S
Great man and gets the results, thank you for our win in court, couldn't of done it without you.
Tracy W
Thank you very much for your helpful advice, so nice to speak to someone who knows the law and has a passion for horses. Highly recommend!
Natalia T
Thanks so much for your very helpful advice much appreciated highly recommended.
Dawn S
Fantastic service from someone who understands horses and the law. Extremely personable and very easy to talk to. Would wholeheartedly recommend him.
Julia H
Our family sought advice in relation to an equine insurance claim from Michael Bower earlier this year. His response was very helpful and precise at a very difficult time .
Mrs L, Skipton 08.12.2015
***** went back to (the seller's yard) on New Year’s Eve - we are beyond grateful to Michael for everything he did - over and above the call of duty, and during his Christmas break - to make things happen in the timescales they did. I can’t speak highly enough of him, he was a total star. Practical and pragmatic, focussed on a solution/resolution, pleasant and cheerful to deal with and I’m sure (the seller) would say the same.
Mrs M, Grassington 07.01.2016
Very helpful and was very pleased. Nothing was too much trouble. Lovely person to deal with! Highly recommended.
Tara M