Trustpilot

Supporting Clients Through Expert Legal Advice

Let’s face it. Legal issues are complicated and confusing. Unfortunately, whether you are buying or selling property, making a Will or trying to set up a business these complicated issues follow us around. Facing these issues can feel daunting.

Fortunately, solicitors are experts in their field and can effectively support their clients through sound legal advice. Ultimately, this helps reduce the stress the client will face throughout the process. Our trainee solicitor, Amy Palin lays out how she supports clients, providing them peace of mind that their matter is being dealt with promptly, professionally and with the client at the forefront.

As a solicitor, explain to us how you help your clients on a day-to-day basis.

Solicitors provide a service based on instructions received.  And it is important to remain alert to issues surrounding the primary reason a client is coming to you for advice. There may be wider considerations, or other services we can offer, of which the client may not have been aware. It is also important to provide a high level of client care, particularly if there are complex legal issues involved, to ensure the client fully understands their matter.

How do you work to build trust with your clients? Why is this important?

It is vital to be open with clients from the outset! Especially in relation to timescale, costs and the practical issues surrounding their matter. Maintaining good communication is the most effective way to build trust. Sometimes there may be an unforeseen issue or delay beyond immediate control. However, I usually find that as long as I communicate the issue promptly or assure the client I am still actively working on their matter, this maintains a positive relationship with the client.

In terms of solving legal issues, how do you support your clients throughout the process?

As above, communication is key! It is important to cut out legal jargon and explain legal issues in plain language. I always encourage questions, as this is the best way to not only make sure the clients understand everything, but also to help me improve the way I serve clients in future.

Do you ever find yourself providing support and advice on wider issues related to your client’s case?

All of the time! Asking open questions is a great way to get a fuller understanding of the client’s needs. There are other matters that arise once a client finishes a case. For example, if a client is purchasing a property, they might benefit from creating or updating their will to reflect this. Of course, this might not be something at the forefront of their minds. It’s the solicitor’s responsibility to be proactive in providing advice in these situations.

What do you enjoy most about working with and supporting your clients?

The opportunity to work closely with people and develop relationships with them is incredibly rewarding. Especially in the moments when the work itself is a grind. Additionally, I find their experiences can often provide me with context to the issues on which I am advising. It can be easy to focus only on the legal rules and principles, so real examples of these in practice can remind me of the practical benefits and importance of the advice we provide, as well as help me to help clients more effectively in future.

How can we help

CJCH has experienced professionals offering advice in wide areas of personal and business law. We provide bespoke legal service and high-quality advice. Get in touch with a member of our team today.

Get in touch via:

Email: admin@cjch.co.uk

Telephone: +44 (0) 29 2048 3181

Inclusion and Diversity – CJCH Commitment

CJCH Equality & Diversity Policy

paralegal jobs barryAs our 2017 diversity results are set to be published on our website later this week, we would like to share our internal Equality and Diversity Policy as well. This policy is available to all staff and is in the process of being added to our website footer for ease of access.

The firm is committed to providing equality of opportunity and maximising the benefits, for all, to be gained from recognising and respecting people diversity. The senior person responsible this policy and its effective implementation is Tim Hartland.

SRA Regulations (2011): The Solicitors Regulation Authority’s (SRA) Mandatory Principle No 9 requires us to: “Run your business or carry out your role in the business in a way that encourages equality of opportunity and respect for diversity.

Discrimination:

The firm, its owners, directors, partners, managers and staff will not discriminate or tolerate unlawful discrimination based on any of the “protected characteristics” set out in the Equality Act 2010 or the legal sector Quality Standards referred to below:

  1. Equality Act 2010 – “protected characteristics” are listed as:
  • Age
  • Disability
  • Gender Reassignment
  • Marriage and Civil Partnership
  • Pregnancy and Maternity
  • Race
  • Religion and Belief
  • Sex
  • Sexual Orientation
  1. The LAA’s SQM lists additional/differently-worded characteristics:
  • Colour
  • Ethnic or national origins,
  • Marital status

Types of Discrimination

  • Direct Discrimination – one person is treated less favourably than another based on a protected characteristic.
  • Indirect Discrimination – a rule or policy that applies to everyone that can inadvertently disadvantage someone with a protected characteristic (unless it is a “proportionate means of achieving a legitimate business aim”).
  • Associative Discrimination – direct discrimination takes place against someone because they associate with someone who has a protected characteristic e.g. A carer of a person with a disability.
  • Discrimination by Perception – direct discrimination because others think (wrongly) that someone has a protected characteristic – e.g. when they think someone is gay when they are not and discriminate against them on the basis of that perception.

Harassment and Victimisation:

The firm will not tolerate or permit Harassment or Victimisation of any kind either of our own personnel, clients or persons external to our organisation with whom we interact professionally.

  • Harassment – including unwanted or inappropriate attention or behaviour staff find offensive even if not directed against them personally;
  • Harassment by a Third Party;
  • Victimisation – someone being treated badly because they have complained, raised a grievance or supported someone who has e.g. whistle blower or complainant.

Application of the Policy:

Our Equality and Diversity Policy will be implemented and integrated into all elements of our business to encourage a diverse and inclusive enforcement both internally and externally. A full version of this policy is available to all our staff and can be made available to our clients and suppliers upon request.

Enforcement – Breach of this Policy:

It is hoped that as a result of training, all staff will see the benefits of complying with all aspects of this policy. If, however, there is an alleged breach of this policy, the allegations will be treated seriously and investigated and dealt with thoroughly.

Diversity:

  • We all come from different backgrounds and each person brings a wealth of life experiences that shape us into the unique individual we each are.
  • The organisation is, therefore, a rich tapestry of people which make it different from any other organisation.
  • We therefore often have different perspectives on the challenges and opportunities we face in the practice.
  • In our decision-making, strategic planning and process improvement, we, therefore, wish to benefit from these different perspectives.
  • Equality and Diversityisnot about treating everyone as if they were the same. It’s about recognising and valuing the difference and ideas that each individual can bring to the firm.
  • It is about the benefits to all of us of equality fairness and difference.
  • It is about treating each other with respect and courtesy at all times.
  • The firm is committed to collecting, collating, reporting and publishing its diversity data in line with SRA requirements and the Data Protection Act

Positive action:

  • Although it is unlawful to discriminate in favour of certain groups on the grounds of race or sex, positive action to enable greater representation of under-represented groups is permitted by law and the appropriateness of such action will be kept under review.

Communication of Policy to Staff:

  • The policy is communicated to all staff through internal communication channels, meetings and training, and is available to all staff via the firms internal portal.

Meeting the Diverse Needs of the Clients and Communities we serve:

  • Our Services Plan sets out how we will meet the diverse needs of the clients and local communities we serve and is available upon request.

Reasonable Adjustments for Personnel:

  • If difficulties are experienced at work because of a disability, staff may wish to contact our Managing Partner to discuss any reasonable adjustments that would help overcome or minimise the difficulty.
  • We will consider the request carefully and try to accommodate the needs within reason. If we consider a particular adjustment would not be reasonable we will explain our reasons and try to find an alternative solution where possible.

Review of this Policy:

  • The policy will be reviewed annually using prescribed procedures.