BARCLAYS WEALTH ESTATES & TRUSTS

The service promise to you
Barclays prides itself on the quality of service provided.
Irwin Mitchell’s service standard is a commitment to
providing a quality service that provides value for our
clients, to meet or exceed their expectations and which
they are pleased to recommend to others.
At Irwin Mitchell we look to provide you with clear
information and guidance and will inform you where we
consider more comprehensive legal advice is required.
Together with Barclays Will Writing we have developed
internal client care standards specific to the Barclays Will
Writing Service to ensure that we are providing you with
a first class service and product.
Service standards
• With a dedicated helpline specifically for Barclays Will
Writing Service clients, we ensure that you are directed to
Irwin Mitchell’s dedicated Barclays Will Writing team. This
team will answer any queries both before and as we
progress your application.
• We will aim to answer your call within five rings and take
responsibility for assisting you.
• If the person you have called is unavailable then a
colleague will help. If we cannot deal with your enquiry
straightaway, we will ensure that your call is returned
within a timescale that will be agreed with you.
• All correspondence requiring a response will be
acknowledged on the day of receipt. If a full reply is not
possible immediately, we will keep you fully informed until
your issue is resolved.
• Any expression of dissatisfaction will be considered
seriously and we will ensure that we respond promptly
to any complaint. Irwin Mitchell is committed to providing
a professional, efficient and courteous service to all
our clients.
• If you feel that we have failed to achieve an acceptable
standard of service we want you to tell us. We regard it
as an opportunity to monitor and improve our quality of
service. We will investigate your concerns objectively and
try to generate a positive and speedy solution.
• Upon request, we will provide details of our formal
complaints process including your right to refer the issue
to the Solicitors Regulation Authority for an independent
review if our response to your complaint is not acceptable
to you.
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