1. Our Service commitment to you
About us
Ridley & Hall are an award-winning firm of solicitors, based in Yorkshire but with a national profile,
passionate about making a difference to people's lives by being innovative and forward thinking
We care about helping our clients to solve their legal problems.
We avoid complicated legal jargon and are clear about the cost involved of any advice that we give.
We deliver a range of services covering
Family & Matrimonial, Care Proceedings, Adoption, Community Care law, Welfare Benefits Advise,
Wills & Probate, Contentious Probate, Residential & Commercial Property and Personal Injury.

2. Our Service commitment to you
We will provide you with the highest quality of client service that we can.
We will listen to and work with you to make sure you get the advice, help and assistance
that is available and right for you and your circumstances.
Where we are unable to advise we will point you in the right direction
This document tells you what you can expect from us, as well as what you can do to help
us give you the best service.

3. What you can expect of us
1. We will tailor our services to your individual needs. If we are unable to
assist we will point you in the right direction.
2. Our knowledgeable and friendly staff will provide a quality service in a
confidential manner.
3. We care and will listen to you with empathy.
4. We will communicate with you efficiently and wherever possible avoid
any legal jargon.
5. We are here for you, now and in the future.

4. What you can expect of us
6. We will listen to your feedback and act upon it appropriately.
7. We will treat you in a way we would like to be treated.
8. We will keep you updated on progress, timescales and cost.
9. We will always work in your best interests.
10. We will tell you who is dealing with your case from the start and
communicate with you in your preferred way.

5. How you can help us
You can help us provide a better service if you or a chosen person acting on your behalf
were to:
Keep us informed of any changes in your circumstances
Provide us with clear and up to date instructions
Be polite and courteous towards us
Keep to any appointment agreed with us (we can only guarantee you can see an advisor if
you have an appointment.

6. Feedback and complaints
We welcome feedback as it helps us to understand your experience in
using our services and identify any areas that we can better meet yours,
existing and future client’s needs.
Therefore if you would like to let us know about both positive
experiences and areas where you feel it didn’t go as you wanted you can
contact your legal advisor, their team leader or Adam Fletcher.
Alternatively at the end of each case you will receive a client survey, if
you can complete and return this with any additional comments.

7. Your feedback: ‘what is working well’Here is a snippet of what you said we did well last quarter (January – March 2014) – thank you for you feedback and comments this is very
valuable and supports all staff with knowing they are delivering the service you require
“Overall, very good service, can’t thank Mr Priestley and his staff enough. He was brilliant and the team”
“I would like to comment that Helen Webster had an excellent approach to the service she was providing. We were very well informed on all
matters and she answered our questions professionally and honestly.”
“We were fully satisfied with the professional advice given and impressed with how knowledge and relevant information was conveyed to us.”
“Overall excellent service”
“Yet again, another professional and outstanding conveyancing service - Thank you Adam and Helen”
“Liz Wallis was excellent – diligent, responsive and thorough”
“Fantastic service, 10 out of 10”
“The service was brilliant, quick and good response from Adam and his staff James and Helen. We would have no hesitation in recommending
the service to anyone – Thank you”

8. Your feedback:
‘things we can improve’
This is what you said could have been improved, as a result we have reviewed our services in each of these areas,
please see comments in blue below….
“Phone often rang for quite a while when calling the main number”
The business has grown in recent times, we are aware that there is certain times when client enquiries may not be
dealt with in the expected time. As a result we are monitoring client contact to identify the busy periods and we
will look to make the required improvements.
“In all correspondence I was told to send the document back in the pre-paid envelope. There was never an
envelope”
A communication has been sent out, with all post being checked to ensure that enclosures are provided where
stated .

9. Contact Us
Office Opening Hours
Monday to Friday, 8:45am - 5:15pm (excluding Bank Holidays)
Ridley & Hall solicitors are very proud of our professional, experienced, helpful and approachable staff. If you would like to talk to
us about how we can help you, you can contact us via any of the options below:
call us on 01484 538421
fax us on 01484 533076
e-mail us at info@ridleyandhall.co.uk
write to us at 'Ridley & Hall LLP, Queens House, 35 Market Street, Huddersfield, HD1 2HL'
DX us at 'Ridley & Hall LLP, 710083 Huddersfield 8'
request a call back - send us your contact details and we'll call you!
or fill in the contact form at this link.
We can also offer conference call facilities or arrange a meeting via Face Time or Skype if required. Please ask your legal advisor
for further information if you would like us to communicate with you via these options.
If you need a map to our offices, the address of which can be found to the right of this page, please click this link

10. Contact Us
Office Opening Hours
Monday to Friday, 8:45am - 5:15pm (excluding Bank Holidays)
Ridley & Hall solicitors are very proud of our professional, experienced, helpful and approachable staff. If you would like to talk to
us about how we can help you, you can contact us via any of the options below:
call us on 01484 538421
fax us on 01484 533076
e-mail us at info@ridleyandhall.co.uk
write to us at 'Ridley & Hall LLP, Queens House, 35 Market Street, Huddersfield, HD1 2HL'
DX us at 'Ridley & Hall LLP, 710083 Huddersfield 8'
request a call back - send us your contact details and we'll call you!
or fill in the contact form at this link.
We can also offer conference call facilities or arrange a meeting via Face Time or Skype if required. Please ask your legal advisor
for further information if you would like us to communicate with you via these options.
If you need a map to our offices, the address of which can be found to the right of this page, please click this link