Service guarantee

If you’re not happy, neither are we. That’s why we’re one of very few law firms in New Zealand to offer a service guarantee – a promise that if you’re not 100% satisfied with our service, we’ll work together to find a solution.


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, by phone or email, if you’re not satisfied with our services so we can work with you to find a solution.

In the unlikely case that we can’t solve the issue, we’ll refund your fees or give you an account credit, subject to the following limitations of service guarantee.

Limitations of service guarantee

Since we dedicate 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 state of mind.

Importantly, while we do our absolute best, we can’t guarantee the results or outcome of your legal matter.

Some problems are beyond our control and are not covered by our service guarantee. For example:

  • The Intellectual Property Office of New Zealand might reject a trademark application for legal reasons beyond the scope of our service.
  • Land Information New Zealand’s (LINZ) website might go down meaning we can’t transfer your property title.
  • A building report that highlights issues with a property could mean your sale falls through.

Also, we can’t refund or credit money charged by third parties for registration or filing fees (eg LINZ registration fees).

You must give us the opportunity to resolve your issue before we provide any refund or account credit.


The basis on which fees will be charged is set out in our letter of engagement, and in our Standard Terms of Engagement.

We have the right to deduct any outstanding fees, expenses or disbursements from funds we hold on your behalf in our trust account.

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