Client Care Charter

At Mortlock McCormack Law, we are dedicated to providing the best possible service to our clients.  

We will:

  • Put your interests first when representing you
  • Treat you fairly and professionally
  • Find out from the start what you are hoping to achieve, and aim to make sure that your expectations are realistic
  • Make every effort to explain things clearly, and in terms you can understand, keeping jargon to a minimum
  • Agree with you the type of service you can expect to receive
  • Give you timely and accurate advice and information
  • Represent your interests with determination and enthusiasm
  • Make sure you understand any risks involved in following your instructions
  • Tell you who will be handling your work and provide timely access to suitably qualified staff
  • Explain what the costs are likely to be
  • Keep you informed of costs throughout your transaction so that you can work out if a particular course of action is financially worth following
  • Reply to your letters within two working days
  • Respond to your phone calls on the same day whenever possible
  • Tell you about any developments and update you on progress as work proceeds 
  • At the completion of the job, provide you with a comprehensive report on all work carried out
  • Give you a clear invoice that shows details of the amount charged
  • Keep what you tell us confidential and refuse to act for anyone else if doing so could compromise that confidentiality
  • Respond quickly to any complaints about our service and carefully consider all your comments. Report back to you following a full investigation. 

We take client care very seriously and welcome feedback. If you feel you are not receiving the service you hoped for please tell us immediately. We see every new client as a potential client for life and hope that you will be satisfied with our service.


Andrew Logan · Hamish Douch · Kent Yeoman · Sue McCormack · Tony Herring· Sarah Manning