1. Purpose

This policy sets out the standards the firm adopts to ensure fair treatment of clients in the provision of Will Writing, Estate Planning and Lasting Power of Attorney services.

2. Cultural Commitment

The firm embeds fairness, integrity and professionalism within its governance, training and operational processes. Staff must demonstrate honesty, sensitivity and confidentiality at all times.

3. Service Design & Suitability

• Services must be designed to meet clearly identified client needs.
• Fact-finding procedures must capture relevant personal, family and financial information.
• Recommendations must be suitable and documented.
• Where matters fall outside competence, referral to appropriate professionals (e.g. solicitors, tax advisers) must be considered.

4. Clear Information & Disclosure

• Fees must be disclosed in writing prior to engagement.
• Scope of service must be clearly defined.
• Legal terminology must be explained in plain language.
• Clients must be given opportunity to ask questions before proceeding.

5. Quality Assurance

• Documents must comply with current law and best practice.
• Supervisory review procedures should be implemented where appropriate.
• Records must be maintained securely and confidentially.

6. Post-Completion Support

• Clients must not face unreasonable barriers to amendments or updates.
• A clear complaints procedure must be documented and accessible.
• Complaints must be acknowledged promptly and investigated fairly.

7. Ongoing Review

The firm embeds fairness, integrity and professionalism within its governance, training and operational processes. Staff must demonstrate honesty, sensitivity and confidentiality at all times.