Providing an exceptional service involves more than just those who interface directly with our clients, but also a whole network of Burness’ people working, often behind the scenes, to ensure that our clients experience the most professional service possible.

Through comprehensive induction programmes, regular workshops, training session and team building, we have an established firm wide focus on teamwork.

We use a variety of methods to ensure effective communications with our clients but above all believe in the use of plain English. Internally, our focus is on sharing information across functions and developing simple procedures to improve communication channels.

Security of information is a key factor in our overall communications strategy and we go to great lengths to protect this. We have invested in the latest IT systems, which allow quick, up to date information for those who need to access secure files whilst at all times retaining privacy through a series of strict protocols and back-up policy.

To enable us to make sure the service we are providing is the most appropriate for each client, we operate an established and comprehensive client relationship program. The program ensures that we not only meet our clients’ expectations, but allows us to identify how we can exceed them. Our performance is measured by seeking regular client feedback. We also have a client advisory group - composed of clients - with whom we can discuss and test improvements to our service.