Quality Policy

Symes Bains Broomer is committed to providing a quality service and experience to clients, and to underpin this aim seeks to ensure long-term customer satisfaction by meeting client needs and expectations and delivering excellent client service. We aim to remain approachable and friendly, whilst maintaining a professional and flexible service to meet the needs of every client, whatever their background, age, race, or gender.

The scope of our certification is:
‘The management and administration of the firm’s legal services including conveyancing, probate, wills and trusts, company/commercial, family/matrimonial, employment, personal injury and crime’ excluding ‘7.1.5.2 measurement & traceability’, ‘8.1.5 f validation & revalidation’ and ‘8.3 design’.

Our Quality objectives include

To achieve a reduction in client complaints across the Practice year on year
To increase Review Solicitor rankings on an annual basis.
To work towards the award of Cyber Essentials by December 2025
To achieve zero reportable data breaches in any twelve-month period.
To maintain Lexcel and ISO9001 accreditation with reducing numbers of minor non-conformities.
To measure and improve the customer experience for our clients annually.

Our commitment to quality is based on the principle that the effective and consistent implementation and review of operational systems together with staff assessment which together reflect changing client, staff and business requirements, will result in the continuous improvement of the services we deliver to our clients.

This will be achieved by;

a continuous process of quality management and improvement which includes a commitment to developing, monitoring and improving the effectiveness of and compliance with our quality management systems in order to comply with the requirements of the LawNet Quality Standard, Lexcel and CQS.
Complying with the statutory and regulatory standards and requirements which affect all areas of our practice.
Continually enhancing client satisfaction through listening to and responding to client feedback and,
continually developing staff training and competency to meet and exceed client expectations.

The COLP is responsible for this Policy and will review the results of the firm’s internal and external audits, file reviews, client questionnaires and complaints register to ensure that the firm is continuing to provide excellent service to our clients.

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