Quality statement

Penningtons Manches Cooper LLP (PMC) is committed to high quality in all its client-facing and internal operations.  The firm has developed The PMC Way, a Quality Management System based on the international standard BS EN ISO 9001:2015 and is proud to be certified to this standard across all UK offices.  PMC complies with the requirements of the standard and looks to continually improve the effectiveness of the system and therefore the quality of its work and operations.  It is our belief that in operating to the ISO9001 Standard, and through continued external assessment, we will be able to continually improve our performance and fulfil our clients’ requirements.

Our purpose and values underpin this belief:

Purpose

Our purpose is to put our clients first and help them to achieve the best real-world outcomes.

• we provide full-service with a focus;
• we focus on quality and aim for high-quality clients with complex legal needs, who provide us with the opportunity to support them across multiple service lines; and
• we demonstrate our strength in our chosen sectors by going to market together.

Values

• We care – we care about and respect clients and colleagues as people.
• Curious and grounded – by being curious and grounded, we get the best real word outcomes.
• Stronger as one – we are stronger as one, collaborating together.
• Constructively challenging – we are building a great law firm and business, one that is high performing and constructively challenging.
• Proactively evolving – we are progressive, proactively evolving ahead of challenges and always learning.

Not only do we commit to continually improving our quality management system, we also commit to satisfying all requirements placed on us by applicable external regulations.

We aim to:

• Put clients at the heart of everything we do and deliver the highest quality of service to our clients.
• Collaborate in everything we do and create a set of client service quality standards that must be met at every level of the business to facilitate service excellence.
• Gain and act on feedback from our clients so that we understand their evolving needs fully and also anticipate their future needs.
• Demonstrate leadership commitment and ensure that quality objectives are established, communicated, understood and implemented at appropriate levels of the organisation.
• Identify competency requirements for everyone who works at the firm and provide them with thorough training, instruction, information, and supervision as required to carry out their activities. 
• Determine requirements for monitoring and measuring our performance, so that decisions are based on facts and data.
• Build mutually beneficial relationships with our key partners and associates to ensure that all outsourced activities are effectively managed.
• Regularly review The PMC Way for suitability and effectiveness, addressing continual improvement and client satisfaction.

Responsibility for upholding this policy is truly firm-wide under the guidance and with the assistance of the firm’s management who encourage the personal commitment of all staff to address quality as part of their daily activities.  They will ensure that the quality policy is appropriate for the purpose of the organisation and will review it for continued suitability.

A copy of our ISO 9001 certificate can be seen here.