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Client Care Charter
CLIENT CARE CHARTER
Last Updated: 29 May 2025
Our Commitment to Excellence
At NOXX & CO, we pledge to deliver professional advisory services of the highest standard. This charter outlines our service promises, your rights as a client, and the standards you can expect from our team.
Important Notice: All office visits require prior appointment booking to ensure dedicated attention and confidentiality.
1. Service Standards
- All work conducted by qualified professionals
- Double-review system for critical deliverables
- Regular staff training on technical and regulatory updates
Response times:
Urgent enquiries: 2 working hours
Standard correspondence: 24 working hours Dedicated client portal for secure document exchange
Appointment Guidelines
Office hours: Mondays–Fridays, 9:00 AM–6:00 PM
Booking notice: Minimum 48 hours for meetings
Late arrival policy: Sessions limited to remaining scheduled time
2. Client Rights
- Clear fee structures with no hidden charges
- Right to request work-in-progress updates
- Secure data handling per UK GDPR requirements
- Private meeting rooms for all appointments
- Right to request a change of advisor
- Option to withhold sensitive information (with written notice)
LEGAL & COMPLIANCE
Quick Contact
3. Office Visit Protocols
- Complete pre-meeting questionnaires (emailed in advance)
- Upload documents via our secure portal
- Confirm attendance 24 hours prior
- Present photo ID for security verification
- Devices may be subject to security checks
- No unauthorised recording permitted
- Receive meeting summary within 2 working days
- Action plan with assigned responsibilities
4. Problem Resolution
Stage 1: Discuss concerns directly with your advisor
Stage 2: Escalate to department head (response within 3 days)
Stage 3: Formal complaint investigation by Principal
Full complaints procedure available upon request
5. Continuous Improvement
- Quarterly service reviews
- Client satisfaction surveys
- Suggestion box in reception (for appointment visitors
Contact Our Client Care Team
General Enquiries: 020 7164 6399
Appointment Bookings: info@noxxandco.com
Urgent Matters: info@noxxandco.com (marked “URGENT”)
By Appointment Only:
NOXX & CO
4 Old Park Lane
Mayfair, London W1K 1QW
Copyright © 2025 NOXX & CO. All rights reserved.
