Our Quality Policy

Mission Statement

Franklins Solicitors LLP set their own standards above and beyond what is expected in the legal profession. Excellence is not an exception but routine in dealing with every client and their individual needs.

Quality Policy

Every member of staff of Franklins Solicitors LLP shares the responsibility for delivering a high quality service to achieve client satisfaction and underpinning that service is the commitment to seeking continuous improvement in the methods and standards of service. We achieve this by working to and beyond the standards embodied in the quality marks of ISO 9001:2015, Lexcel and Conveyancing Quality Scheme.

We recognise also that the staff of Franklins Solicitors LLP are a highly valuable resource and therefore we positively seek to nurture their development through continual training and a measured competence based appraisal system.

We are committed to creating and maintaining an atmosphere of teamwork and open communication between ourselves and our clients and we positively encourage suggestions for improvement. As a progressive and forward thinking company, we also continually seek ways of developing our services so that they remain relevant and competitive within the market place and directly lead to the sound development of the business and the satisfaction of our clients.

Our Scope: Provision of legal services

Not applicable to our scope:-

Section 7.1.5.2 (Measurement Traceability)

Justification: Franklins Solicitors LLP do not use equipment for measuring. Therefore this is not applicable to our scope.

Section 8.3.1 (Design and development of products and services)

Justification: Franklins Solicitors LLP do not design products. We plan for service delivery. Therefore this is not applicable to our scope.

Section 8.5.1 (Control of Production and service provision)

Justification: The element of the standard is not applicable to Franklins Solicitors LLP.

Key Objective

1 – To recognise that quality and productivity go hand in hand and that client satisfaction must be our highest priority at all times. We aim to improve client satisfaction by continually measuring, analysing and improving the effectiveness and methods of delivery of our services.

2 – To continually provide all staff with relevant and timely training to ensure they can meet their respective key performance indicators assessed within the competence based appraisal system.

3 – To listen to our clients comments and to improve satisfaction levels year on year by being ever more responsive to their needs.

4 – To continually review operational internal and external risks and influences and improve the quality management system (QMS) year on year to ensure effective and trouble free service delivery.

5 – To consider the requirements of all the relevant interested parties in accordance with the QMS to achieve their required outcome.

6 – To regularly review at management level all aspects of the quality and service delivery systems and identify areas for improvement based upon the analysis of client feedback, internal and external systems audit and individual case review. To also promptly implement revisions to service delivery and quality systems identified by such analysis review.

7 – To take all necessary steps to promote the continued growth in business strength and market position of Franklins Solicitors LLP to ensure that we are capable of pursuing our policy of reinvestment to enhance our long term support of all our client’s needs.

8 – Top management (Equity Members) to effectively communicate the Quality Policy and the framework of the firm’s Strategic Plan.

9 – The Quality Policy is managed by the processes outlined on the QMS on PeopleHR.