Michael Bower Equine Law Logo

We are committed to providing an excellent service to all our clients. Please see our Client Care Policy and Vulnerable Clients Policy. In return, we expect our clients to:

Most of our clients are satisfied with the service we provide. But we recognise that there can be delays, although not always of our making, and mistakes can happen.

We accept that we can all act out of character in times of trouble or distress. But in a very small number of cases some clients behave in ways that are inappropriate and unacceptable, despite our best efforts to help them.

Unacceptable behaviour makes it difficult for us to deal with your matter or complaint effectively.

If you do wish to make a formal complaint about the level of service provided, then please read our Complaints Policy.

This policy enables us to deal with unacceptable customer behaviour professionally and consistently. It lets both our team and clients know what we consider to be unacceptable and outlines the steps we may take to deal with such behaviour. It applies to all clients.

What behaviours are unacceptable?

It is difficult to produce a comprehensive list of actions that would be considered unacceptable, but we have provided examples below.

2.1 Aggressive or abusive behaviour

This consists of behaviour (written or verbal) that we consider might cause employees to feel intimidated, offended, bullied, or harassed.

For example:

2.2 Unreasonable demands and vexatious complaints

This consists of unreasonable demands through the:

We accept that persistence is not necessarily a form of unacceptable behaviour. What amounts to unreasonable demands will depend on the circumstances of the complaint and the seriousness of the issues raised by a client.

However, clients who will not accept a decision taken in relation to their query, or persistently contact us about the same issue, can generate unreasonable demands which consequently take up a disproportionate amount of time and resources. This can affect our ability to provide a service to other clients.

Examples of behaviour that would fall within unreasonable demands and vexatious complaints include but are not limited to:

If a complaint is considered to be vexatious, we’ll take the actions outlined in this policy. We’ll inform you that future correspondence will only be reviewed to ensure no new issues have been raised. If not, it will be filed without acknowledgement.

Actions we may take in response to unacceptable behaviour

No member of staff must tolerate unacceptable or vexatious behaviour when communicating with clients. When this occurs, they have the right to:

However, before taking such action, it is reasonable to expect you are warned that your conduct is considered to be offensive to allow you the opportunity to moderate your behaviour.

Where these circumstances arise, we may take the following steps:

  1. We’ll ask you to modify your behaviour and explain why.
  2. If the behaviour continues the member of staff will remove themselves from the situation. This could include asking you to leave the premises.
  3. If the communication is by telephone you will be informed the call will be terminated.
  4. The member of staff will inform a Director and the incident will be recorded.
  5. In all cases a Director will investigate the situation and decide what action to take. This action could include asking you to transfer your matter to another firm of solicitors.
  6. We’ll refer the matter to the police where a criminal offence has been threatened or committed.

Communication restrictions

If you continue to display unacceptable behaviour, the Managing Director can authorise the decision to place a temporary or permanent communication restriction.

When communication is being restricted you will be told of the decision. Where possible, we will tell you in writing – but we may also tell you by telephone, supported by relevant notes on our records.

Communication might be:

Where circumstances are serious enough to warrant legal restrictions, we may apply for an injunction or court order to prohibit contact and/or unacceptable behaviour.

Free Initial Enquiry

The Equine Law team would be delighted to explain how they can help. For your free, initial enquiry, please:

News

Important Notice: Equine Law Matters

During December the Equine Law team will not be able to take on any new matters, or offer free initial legal advice. This is due to continuing high demand. The decision has not been taken lightly but we must ensure that our service standards for existing clients are maintained. The position will be reviewed in […]

Read More

What 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