Client Promise

We endeavour to create an outstanding experience for our clients and our people.

How We Will Deliver Our Promise

When you choose Longmores, we promise that we will do everything we can to create the best possible experience for you. We recognise that it is not just about what we do but how we make you feel when you work with us.

Shaped by our culture and values, six commitments underpin our client experience promise. These commitments guide what we do and how we do it. Taken together they help us to ensure that, in everything we do, you are at the centre of our thinking and actions.

1. Understand your world, listen to your concerns, ask for your feedback and act on what we hear

To give you a great experience, we need to be aware of your world and how it is changing. We want to understand your hopes, fears and aspirations. We will spend time to do this, both at the start and throughout our work with you. To optimise communication between us, we will endeavour to be accessible and to address any obstacles to that. Having knowledge of your situation gives us the best chance of providing an outstanding experience for you.

2. Clarify what you want to achieve and how we will work with you

We know that uncertainty can cause stress and so we will always agree your goals and how we can deliver these for you. We will endeavour to work with you in a way that suits your preferences. If there are any changes to the work that we are doing, its timescale, or budget then we will discuss these with you.

3. Work efficiently to deliver on our promises and give you a top-quality service

Delivering a responsive, high-quality and efficient service is the foundation stone on which a great experience is built. We prioritise high service standards and tailored advice always striving to keep our promise to you. Where your help is needed, we will do our best to be clear about what is required, so that your matter progresses efficiently.

4. Respond quickly and anticipate your needs

We will respond to your questions as soon as possible and ensure that you are up to date with progress. Where we can, we will anticipate questions you may have and communicate in advance. When we are interacting with others on your behalf, we will aim to deal with their queries speedily so that we can complete your work quickly and efficiently.

5. Communicate frequently and in plain English

We will communicate frequently and clearly, even if just to let you know that everything is on track. We will explain what we are doing to complete your work and if we need anything from you. When we communicate with you, we will avoid or explain legal jargon wherever we can.

6. Demonstrate that we care deeply about you at every step

Our clients and our people are everything to the past, present and future of our firm. At Longmores, we care deeply about the experience you have when you work with us. We value our opportunity to work with you and we will strive to get the best achievable outcome for you. It is important that we understand your experience and how we can improve it. We will ask you for feedback and ways in which we can make the experience better. We will learn from this, so we can continuously improve what we do for you.