We pride ourselves on our service. We are one of a handful of law firms in New Zealand that offer a service guarantee.
Our Service Guarantee is based upon an open and candid relationship with you. We promise to work to the highest professional standards, always act in your best interests and provide services that effectively address your specific objectives.
In return, we ask that you tell us promptly if you are dissatisfied with our services, giving us the opportunity to work through any problems.
If you’re not satisfied with our services for any reason, neither are we. In this case (however unlikely), you can contact us by phone or email to raise your issue. We’ll work with you to find a solution that you’ll be happy with. In the unlikely case that we can’t fix the issue, we will refund your paid fees or provide you with an account credit, subject to the following.
Limitations of Service Guarantee
Since we’re dedicating time and effort to provide you with the best legal services possible, our guarantee only covers satisfaction issues caused by Mark Copeland Lawyers – not changes to your situation or your state of mind.
Importantly, we cannot guarantee the results or outcome of your legal matter.
For example, if you are trying to register a trade mark, the Intellectual Property Office of New Zealand might reject a trade mark application for legal reasons beyond the scope of Mark Copeland Lawyers’ service, or the Land Information New Zealand website might go down and we can’t transfer your property title, or a building report that highlights issues with a property could mean your sale falls through.
Problems like these are beyond our control and are not covered by our Service Guarantee.
Also, we can’t refund or credit any money charged by third parties for registration or filing fees (for example LINZ registration fees).
As we say above, you must let us try to resolve your issue with you before we provide any refund or account credit.
The basis on which fees will be charged is set out in our letter of engagement. When payment of fees are due is set out in our Standard Terms of Engagement.
We may deduct from any funds held on your behalf in our trust account any fees, expenses or disbursements for which we have provided an invoice.