Fountain Law commitment to client service

Upholding excellence and integrity

Fountain Law defines “client” as anyone with whom we have a direct relationship, whether individuals, businesses, professional colleagues, or other stakeholders we interact with through various channels, including in-person meetings, online communication, phone calls, or written correspondence. We take a personalised approach with each interaction, understanding that every client is unique and deserves tailored support.

At Fountain Law, we are committed to excellence in every client interaction. We strive to meet the following standards:

• Respect: Every client is greeted with professionalism and courtesy.
• Efficiency: We always offer prompt, reliable, and courteous service.
• Accountability: We take ownership of all inquiries, keeping clients informed every step of the way.
• Transparency: We set clear expectations for deliverables and timelines, ensuring no surprises.
• Accuracy: You can count on us to provide reliable, consistent information.
• Confidentiality: Safeguarding client privacy is of the utmost importance.
• Feedback: We actively seek client feedback to improve our service and experience.
• Responsive communication: We aim to respond to all inquiries within 24 hours during business hours.

Fountain Law’s values are the foundation of our business and guide how we interact with clients and partners. These values shape the client experience and help us maintain our reputation for integrity and excellence:

• Customer experience: We deliver personalised service that exceeds client expectations.
• Teamwork: We work closely with our colleagues and clients, celebrating shared successes.
• Consistency: Our goal is dependable, practical outcomes for every client interaction.
• Adaptability: We adjust our approach to meet evolving client needs.
• Integrity: We maintain the highest ethical standards in all that we do.
• Respect: We treat everyone with professionalism and consideration.
• Fun: A joyful, welcoming environment benefits both our team and clients.
• Success: Our success is defined by client satisfaction and meaningful results.
• Pride: We take pride in delivering exceptional service with unwavering dedication.

At Fountain Law, communication ensures a smooth and positive client experience. Here’s how we manage different forms of communication:

• Phone enquiries: All calls are answered promptly, courteously, and personally. If there’s a delay, we update clients and return messages within one business day.
• In-person meetings: Our team is committed to offering personalised, professional service during all in-person meetings.
• Written, website, and email inquiries: We acknowledge all inquiries within one business day and provide updates as needed.
• Social media: We respond to inquiries within two business days and ensure our contact information is easily accessible.

To help us continually provide outstanding service, we encourage our clients to:

• Communicate respectfully and courteously.
• Provide accurate and relevant information.
• Share feedback through surveys and forms to help us improve.

At Fountain Law, we view positive or constructive feedback as an opportunity to improve. Our Complaints Policy ensures that all concerns are addressed promptly, impartially, and respectfully.

• Lodging a complaint: Clients can reach us by phone, email, or mail. We offer accessible solutions, including phone support for clients with impairments.
• Resolving complaints: Once received, complaints are assigned to a dedicated manager for resolution, with confidentiality and impartiality. Most complaints are resolved within two business days, though more complex matters may require additional time. If necessary,clients can escalate issues to ensure they are fully addressed.

At Fountain Law, we take immense pride in the service we deliver and the values we uphold. Our commitment to exceptional client care drives us to maintain thehighest quality, respect, and integrity standards. This commitment ensures meaningful relationships and positive outcomes for every client.