Our Service Standards
Lyons Davidson is committed to providing a comprehensive, efficient and effective service of the highest quality to its clients.
- Response times
We have developed service standards which aim to ensure that your case is dealt with promptly and effectively.
Your telephone calls will be returned the same day; if the person dealing with your case is not available, someone else will call you to inform you when your call will be dealt with.
All correspondence received from you will be replied to within a maximum of five working days.
- Case review
Your Case Handler is responsible for the initial assessment of your case. This will be sent out to you within five working days from the day we receive all the information. The Case Supervisor will regularly review the progress of your case with the person dealing with your case.
- Complaints system
We expect that you will receive a comprehensive, efficient and effective service. In the unlikely event of a problem arising or you being dissatisfied with the service provided, we have a comprehensive complaints procedure.
Initially you should raise the matter with the person dealing with your case or with your Case Supervisor, who will try to deal with the problem promptly.
Should you remain dissatisfied, you should let the person dealing with your case or the other person handling your concerns know that you wish to make a formal complaint and they will then refer the matter to our Customer Services and Compliance Department who will contact you to set the complaints handling process in motion. Please see our Terms of Business for more details.
"My case handler was very knowledgeable about the legal process, and communicated with us very efficiently, explaining every step of our case with clarity and managing our expectations accordingly. They also showed a great deal of empathy and made us feel confident.