Ensuring the highest quality of service for all of our clients in the face of COVID-19
In these strange and difficult times, we have had to consider how we can fully comply with Government guidance and the need to protect our staff, while also maintaining the highest standards of service for all of our clients.
The firm remains open and keen to help both existing and new clients. Although our offices will not be open to the public from Friday, 20 March 2020, all departments will remain fully staffed and resourced.
Getting in touch with us – existing and new clients
The best way to get in contact is by email. Existing clients should contact the relevant solicitor directly. New enquiries should be emailed to firstname.lastname@example.org.
With staff possibly working from home, it may not be possible to transfer calls to individual solicitors. If you need to speak to someone, please email and ask for a call back. If you can’t email, you can still phone our main office number 0131 556 2896 where staff will take your details and pass them on to the relevant person.
We’d rather that clients avoided contact by post. We’re not sure how reliable the postal service will be in the coming weeks. All mail will of course be monitored and acted upon.
Staff working from home will have access to electronic client files.
In light of the current Government guidance, we can only offer face to face meetings with clients in exceptional circumstances. Instead, consultations will take place by video conference or over the phone.
Video conferences are very simple to set up. These usually take the form of calls over Skype or Zoom or similar – all you need is a smartphone or computer. We’ll send you contact details when arranging the meeting.
Getting in touch with us – other firms and organisations
Again, the preferred mode of contact is email, ideally directed to the relevant solicitor, but failing that to email@example.com.
It may not be possible to transfer calls and instead, our staff will take details and refer the matter to the appropriate team.
Data protection & security
Confidentiality is at the heart of everything we do. Although staff working from home will have access to client files, this is subject to very strict controls. All information is retained on our central file servers; nothing is actually stored on computers outwith the offices. Staff will only work in areas which are completely private and secure.
How long will these arrangements last for?
These arrangements will be kept under constant review. We remain committed to complying with and supporting the Government’s efforts to tackle this outbreak, and to supporting staff in a very difficult time whilst maintaining the highest possible standards of service to clients.