Satisfaction Guarantee & Feedback

We want to be certain that you will be satisfied with the work we do

We aim to provide exceptional service to our clients at all times, and have a client service team who may contact you from time to time to check that you are happy with how we are looking after you.

Satisfaction Guarantee

When you receive our bill, we want you to be happy with the service you have received. If not, then under our new Satisfaction Guarantee, you can decide how much to pay and deduct an amount from our bill that you feel is appropriate (up to a maximum of 20% of our fee and any reduction of a bill would need to be agreed within 28 days of the invoice date), and we will not quibble. The only thing we will ask you is where did we go wrong, as it is only by knowing how we let you down that we can make sure we don’t do it again.

Terms and conditions

The discretionary element is up to a maximum of 20% and within the invoice period, usually within 28 days. If we have got things so bad that this isn’t enough then we would welcome a call to discuss fully. The discretionary element is only on our fees and not disbursements. We cannot offer the Satisfaction Guarantee on certain litigious work types, such as Litigation. This is because of the way that courts award costs for these types of cases.

Client Feedback

Here at Mayo Wynne Baxter, we are very proud of our client service. 97% of our clients in our client feedback programme state that they were either “satisfied” or “very satisfied” with the service received and we certainly feel like we are getting things right.

Of the 1.3% of our clients who might not be satisfied, following further investigations, the dissatisfaction had sometimes been more about the outcome of the matter, rather than the way in which we handled it. Any clients that use our services should expect to be satisfied with the work that we do and the advice that we give. We hope that clients would let us know if they felt we were not meeting their expectations and then we can address their concerns.

How the client feedback survey works

We use a feedback process, called Instant Insight. During your matter you may receive an email request from Instant Insight asking for feedback in relation to our service. The survey is a short 5 minute survey and will ask a series of questions and to score us out of 10. It is always good to receive positive comments, but if you have any concerns, please let us know, so that we can investigate and put things right for you.

It’s only by knowing how you rate our services that we can ensure we continuously improve our client service.

Formal Complaint

In the unlikely event that you need to make a formal complaint, please visit our dedicated complaints page or email complaints@mayowynnebaxter.co.uk or telephone 0800 84 94 101