Client Care

At Nockolds we believe that clients should receive a service which takes into account their individual needs and circumstances at every stage of their matter.

Our Promise to You

Our aim is to exceed your expectations – we are passionate about providing you with the very best service together with delivering the highest quality legal advice. 

If you choose to instruct us, then our priority is you and we are confident that you will feel listened to, appreciated and well informed throughout our instruction. 

We are accredited by the Law Society Lexcel quality standard which is only awarded to firms who deliver excellent practice management and client care. We were first awarded this accreditation in 2003, and we have continued to achieve annual reaccreditation which involves independent reassessment. 

You can read more about the Lexcel quality standard here.

We also achieved the nationally recognised Customer Service Excellence (CSE) quality standard in 2019 and 2020 which verify us as being customer focussed. You can read more about the CSE standard here.

We pride ourselves on building strong and close relationships with our clients. These are built on mutual trust and understanding which leads many of our clients to instruct us again when they need legal services. In fact, 98% of our clients would recommend our services to others.

What further sets us apart from other firms is that we have a dedicated Risk and Compliance Team who you are able to contact throughout the duration of your matter to support your journey. 

The Team is always on hand and eager to receive both negative and positive comments in order to ensure that we are providing you with the best service. Should you need to contact them you will find that they are friendly, approachable and interested in your concerns. 

When You Instruct Us

When you instruct us you will receive a personalised Client Care letter confirming the specifics of our instruction, details of who will be carrying out the work and our costs. The letter will also enclose a copy of the following documents:

  • Our Terms and Conditions – to view our Terms and Conditions please click here
  • Our General Privacy Notice – to view our General Privacy Notice please click here

Raising Concerns

We are confident that you will be happy with our service. However, if you do have any concerns we have a Complaints Handling Procedure which you can implement at any stage. 

We do encourage you in the first instance to discuss your concerns with the person carrying out your work, or their manager. After this, if you remain unhappy you can then contact our Risk and Compliance Team by calling 01279 755777 or emailing

You can view our Complaints Handling Procedure here.

If, after you have been through our Complaints Handling Procedure, you remain unhappy in relation to our service, you can refer your concerns to the Legal Ombudsman. You can find out more about the Legal Ombudsman here.

The Solicitors Regulation Authority (SRA) can help you if you have concerns regarding our conduct. You can find out more about the SRA here

If you are unsure whether your concerns relate to our service or conduct, then further information to help you can be found here

Nockolds Solicitors is authorised and regulated by the Solicitors Regulation Authority under ID numbers 567738 and 605527.

Please note our Risk and Compliance Team acts for Nockolds Solicitors only. For any concerns relating to Nockolds Wealth, please click here: What if Things Go Wrong?