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Family matters can be complicated, testing and sometimes painful. The family law team at Parslows LLP tell Meg Winton how their client-centric approach gets the best results – in and out of the courtroom
ENLISTING help from family law professionals can, for many, be the result of a highly emotive or important moment in someone’s life.
Though much of the specialism is spent dealing with people going through tough, trying or upsetting times, the family law team at Parslows LLP are firm in their belief that their clients’ experience with them shouldn’t add to that.
Divorce, care arrangements for children and separation, prenuptial and cohabitational agreements are some of the matters that may bring people to Parslows’ doorstep. It is why the family law team say accessibility and approachability are central to the way they operate.
“We deal with people who are going through potentially one of the worst life experiences you can go through, so getting clients from A to B in a cost-effective, timely manner, while keeping them in the loop, is really important to us,” said Natalie Jenner, managing partner and advocate.
That accessibility, the team say, is ingrained into every stage of a client’s interaction with them – from initial contact to navigating a case.
“We offer free 30-minute initial appointments, and we are as quick at getting back to inquiries as we would be with our own caseload,” said Barbara Littler, head of family law.
“Often, it takes a lot for someone to reach out, and the last thing they want is to be ignored by the law firm or have a really poor start to the process.
“Our initial response is so important because it sets the tone, whether or not it’s a case we end up taking on.”
Assigning the right lawyer or firm to a client is a crucial part of the process and is what the 30-minute appointment aims to establish.
“You don’t want to feel like your lawyer is judging you, that they don’t have time for you or that there are things you can’t discuss with them,” said Barbara. “You want to feel comfortable and that you are in a free space when talking to them. You give them everything; the lawyer will filter it.”
“It can be a really unpleasant period in somebody’s life, so it’s important that they meet somebody they have a connection with and who is a good fit,” added Natalie.
And this approach is clearly resonating with clients, since the team have an “excellent reputation in the marketplace”.
“Clients have said, ‘you made me feel comfortable and supported’, ‘you didn’t use jargon’, ‘you were patient’, and that, for me, is brilliant feedback, because no lawyer should patronise their client,” said Barbara.
“You’re meant to give them the information as accessibly as you possibly can.”
Jess Vieira, a trainee English solicitor, hears this feedback in real time as the “first port of call” for clients and inquiries.
“It’s a consistent message among clients,” she said. “They thank us and say, ‘I feel supported’, ‘the team was very professional and approachable’.”
But what is it about Parslows’ approach to family law – and the team who execute it – that results in such positive feedback?
Pragmatism, lots of experience and a genuine desire to help people, agree Barbara, Natalie and Jess.
“I’ve been practising family law since mid-2012. I focus heavily on the case strategy and the day-to-day conduct of all family matters. I take it from start to finish,” said Barbara.
“I structure and plan settlement proposals, important pleadings and the legal argument. It’s why those initial meetings and building a rapport with your clients are important. You can draw a lot of information out which they may not otherwise have given.”
After recently handing the reins of the day-to-day running of Parslows’ family law function to Barbara, Natalie now focuses on court hearings with fellow partner Alexander English.
“I’ve been practising family law for over 16 years. As the partner in charge, I am fully aware of exactly what’s going on with all our family matters,” she said.
“We discuss them on a regular basis. If it’s a case that involves disclosure, we look at what we need to progress the matter. If court proceedings are in train, then where are we? What needs to be done?”
Jess, who is studying towards her final exams (SQE2), plays a vital role in supporting Natalie and Barbara’s clients throughout their journey. Indeed, Natalie describes her as the “hub of the family department”.
“I deal with all inquiries and the 30-minute appointments,” said Jess. “I attend meetings with Barbara, draft documents and help with the divorce process, such as drafting the divorce petitions, arranging filing with the court, then serving it upon the other party.”
With their complementing skills and experience, the women say their success is very much a “team effort” and fuelled by a shared desire to get the best for their clients.
“Most people become lawyers because they want to help people, and lawyers are the ultimate problem solvers,” said Natalie. “Our clients’ matters are important to them; therefore, the client and their matters are important to us.
“What doesn’t happen here is that a colleague goes on holiday or off sick, and there’s no communication with anybody as to what’s going on with that file. That’s what sets us apart.”
“We don’t work in silos,” Barbara added. “We get better results that way.”
“It’s nice to see the change in someone compared to when they first come to you – they’re a completely different person,” said Jess. “It’s rewarding to see that you’ve helped become stronger.”
But the team aren’t here to help in moments of crisis only. In fact, they encourage individuals to seek guidance from family law experts before there is an urgent reason to, so that they are“forewarned” and “forearmed” in a “non-stressful environment”.
“I’m a big believer in prenups,” said Barbara. “Many cases would be a lot cheaper with less heartbreak if people had a prenup in place.
“You insure your car, but you’re not planning to crash it the next day, but if you do, it’s insured. Why should it be any different just because there is love?”
The team emphasises that they are passionate about educating people on these matters and “breaking down the stigma” surrounding lawyers.
“Lawyers can be thought of as untouchable, scary or dull, but we want to make the law accessible,” added Barbara. “Ultimately, people just want a sounding board of a professional to say, ‘am I on the right track?’ and that’s the service we provide.”
“We are here to support, guide and advise; not to tear people apart,” added Natalie. “We work to be a firm that gives clients sound legal advice and gets them from A and B as quickly, painlessly and as cost effectively as possible.”
