Client Care
Everyone at Michael Bower Equine Law (part of Waddington Legal Limited) 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 and the Solicitors Regulation Authority (SRA).
Client Care Letter (Retainer Letter)
At Michael Bower Equine Law (part of Waddington Legal Limited), once we take on your case we issue a client care letter (retainer 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 may in the future looks to new methods to gain this feedback, including online surveys.
You can provide a rating on Michael Bower Equine Law via:
We are also happy to receive testimonials via email that we can share with the team and online. In addition, we monitor and evaluate any client complaints to identify and address any shortcomings or failings in order that we can strive to improve our standards of service.
This policy will be assessed annually as part of the company’s review of client care.
Our Client Care Policy
Client Care Policy 06.2026 v4.0
Initial Enquiry
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