At Donaldson West LLP, we are dedicated to treating older clients, their families, and representatives with dignity, kindness, and respect at all times. Our aim is to provide thoughtful adjustments in our services to accommodate any age-related or health-related impairments or disabilities, ensuring every client feels valued and supported.
We foster a welcoming environment and take the necessary time to ensure clients feel comfortable and relaxed, recognising that some may experience nervousness or anxiety before a meeting. To promote accessibility, we inform clients about our disabled access and available office parking. Additionally, for clients who are unable to visit us in the office, we offer home, care home, or hospital visits, making any additional pricing clear from the outset.
Appointments are tailored to suit the client’s preferences within office hours, with careful consideration given to the pace and length of meetings to respect their needs. While we prioritise meeting clients individually, we understand the importance of having a trusted friend or family member present for part of the discussion if preferred. We make every effort to ensure clients are comfortable with this arrangement and understand the need to see them alone during certain parts of the meeting.
Our team strives to empower clients to make informed decisions, dedicating as much time as needed to explain legal terminology in clear and simple terms. We are sensitive to diverse needs and are happy to adapt our communication, offering options such as large-print correspondence or raising our speaking volume when required.
When verifying identification, we are mindful that some older clients may not have current passports or driving licenses. We handle such situations with care to avoid embarrassment, adapting our identification process while strictly adhering to anti-money laundering requirements. For individuals acting as an attorney on behalf of a client, proof of identity is also required for verification purposes.
To ensure clarity and accuracy, our team thoroughly documents all relevant facts during meetings, including the names of attendees and their roles. We adhere strictly to the Association of Lifetime Lawyers’ Code of Practice, ensuring our approach remains consistent with the highest professional standards.
At Donaldson West LLP, we pride ourselves on delivering empathetic and tailored support to all our clients, creating a reassuring and professional experience that reflects our commitment to excellence in client care.