FAQs and News
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OUR NO QUIBBLE REFUND
Q. What is your no quibble refund?
A. If you purchase one of our annual contracts and, in the first month, our service does not live up to your expectations, you can cancel your contract and we will refund your money. No questions, no quibbles, an immediate refund. We’re that confident about the quality of our service and our teams.
Q. Why have you offered this refund?
A. We believe you will be impressed with both our customer service and the quality of the plain-English advice provided by the legal team. We want to make your buying decision as easy as possible. What better way to do this than provide you with a no quibble exit and refund within the first month?
Q. Do you expect many organisations to cancel their contract in the first month?
A. No. We believe that businesses will be impressed with the service.
Q. Can I cancel after the first month?
A. No. Once you enter the second month your contract will run for the full year. We hope that at the end of the year the value of the service provided will result in you renewing your contract.
ABOUT RIVERVIEW LAW
Q. What is Riverview Law?
A. Riverview Law is a legal services organisation that aims to change the way businesses buy and use legal services. Riverview Law solves the ‘ticking clock’ problem businesses have with traditional law firms' hourly charging models by bringing transparency and certainty through fixed pricing, annual and multi-year contracts. Legal advice to Riverview Law customers is delivered through Riverview Solicitors and Riverview Chambers.
Q. Why was Riverview Law set-up?
A. Quality and affordable legal advice should be available to all business, regardless of their size and budget. The UK legal profession is going through a period of significant upheaval. Changes in regulation and customer expectation provide an opportunity for a more modern, flexible, and customer-centric approach to the provision of legal services. Riverview Law has been created to exploit these opportunities.
Q. What makes Riverview Law different?
A. Our business, pricing and customer models make us different. Traditionally law firms look at their costs and work out how many billable hours are required to generate a profit. We started from a different point, the customer. We analysed what was important to small, medium and large businesses. We then set about building a different, cost-effective, service delivery model that combined people and technology appropriately. We had all the advantages of the new entrant – a blank piece of paper. This is why we are working with Riverview Chambers and Riverview Solicitors, why all our services are fixed price and why we have the customer at the centre of all our sales, service and technology models.
Q. How big is Riverview at launch?
A. At launch there are approximately 75 people including Lawyers and Legal Assistants supporting Riverview Law members and customers. A list of some of the people involved can be found on the Riverview Law website. Riverview Law, Riverview Chambers and Riverview Solicitors are all currently recruiting.
Q. Does Riverview Law have offices?
A. We have two offices. Our main Customer Service Centre is based in Wirral. We also have a small London office. Our teams split their time between these and customer locations as required. We anticipate opening one or more Service Centres in England in the next 12-24 months.
ABOUT RIVERVIEW SOLICITORS AND RIVERVIEW CHAMBERS
Q. How are Riverview Solicitors and Riverview Chambers regulated?
A. Riverview Chambers is regulated by the Bar Standards Board (Registration Numbers 7211, 7619 and 7620). Riverview solicitors is registered in England and Wales under number 564803 and is authorised and regulated by the Solicitors Regulation Authority
MYVIEW PORTAL AND MEMBERSHIP
Q. What is the Myview membership and portal?
A. The Myview membership allows businesses to experience the Riverview Law difference, first-hand, at no cost. We want long-term relationships with our customers and their businesses. Myview is our way of starting that process. It is part of our investment in building trust and confidence with potential and existing customers and members. It includes:
- Unlimited access to an online library containing over 650 advice pages and 450 documents, FAQs, letters and templates relating to running a business. The breadth and depth of advice and guidance in this library is unrivalled and will help business take a more pre-emptive approach to the running of their business. These cover subjects from HR to sales and marketing, finance and regulation to technology and health & safety.
- A complimentary call to one of the legal team, which is followed by a case note summarising your actions and next steps. These notes will be stored in a secure Myview portal unique and fully accessible to the member.
Q. Why are you giving away content and documents that other businesses charge for?
A. We don’t see it as giving the content away. We see it as a way of starting a relationship with you and demonstrating how good our services are. We want Riverview Law to be at the forefront of your mind whenever you need access to legal advice.
Q. How do you register?
A. It is very simple and efficient. Registration is online and takes less than a minute. All we require is name, company name, email and telephone.
THE SERVICES
Q. What is the full range of your offer to businesses?
A. We provide bespoke, fixed price solutions ranging from annual contracts for SMEs to legal advisory outsourcing for large corporations.
Legal Adviser: For businesses with up to 50 employees
Offers unlimited access to the legal team during business hours including all advice, guidance, document preparation and reviews, plus the management of all correspondence and solicitors' letters in any dispute up to the commencement of proceedings, after which a fixed price quote will be provided separately.
Legal Counsel: For businesses with up to 1000 employees
Uses Riverview Law’s ‘Legal Counsel Analyser’ to establish what services a client requires in addition to the core Legal Counsel service scope. Once this is captured, a detailed fixed price, flexible proposal is prepared for consideration. The Legal Counsel service scope is extensive so clients can expect full legal support in most business matters, plus the management of all correspondence and solicitors’ letters in any dispute up to the commencement of proceedings, after which a fixed price quote will be provided separately.
Legal Advisory Outsourcing: For large corporations
Large corporations can outsource their in-house legal function to Riverview Law on a fixed price, multi-year contract basis.
Q. What is the service scope for the annual contracts? Will there be a limit on the access clients will have to lawyers? What about for meetings?
A. Following detailed work with smaller businesses, the Legal Adviser and Legal Counsel Service Scopes have been designed to cover all the legal support that organisations typically require. Legal Adviser/Counsel includes all in-scope advice, guidance, document preparation and review, plus the management of all correspondence and solicitors’ letters in any dispute up to a claim form being issued in a Tribunal or a Court.
If additional support is required outside of this service scope, for example representation in a Court or Tribunal, a separate fixed price quote will be provided. You are under no obligation to accept this quote and, if you do not, we undertake to provide your chosen adviser with the necessary documents promptly so they can support you appropriately.
There is no limit on access for any client during normal business days between 8.00am to 6.00pm. Both the Legal Adviser and Legal Counsel services are designed so that advice is provided quickly and conveniently on the telephone or electronically, backed up by a comprehensive record of all contacts and advice through the Myview portal. Where required meetings will be arranged and included in contracts or priced separately.
Q. How can you offer high-quality legal advice and support at fixed-prices and make the numbers work?
A. We have a different service delivery, cost and business model. We started with a blank piece of paper and re-engineered the legal service delivery model so that it is focused on the customer. We’ve kept our overheads low. We do not have expensive city-centre premises to pay for. We do not have a large head-office or partner model to support. We use effective technology and workflow systems to enable our legal and support teams to work flexibly and efficiently. What we don’t do is cut corners in the quality or reliability of the legal advice we provide or the customer service we deliver. We see legal services as just that, a service, and have deliberately swept the cobwebs off the traditional client/lawyer interaction.
LAWVEST LIMITED
What is LawVest?
LawVest is a holding company set-up in May 2011 to exploit the significant opportunities that are being created by the structural, regulatory and commercial changes occurring in the legal market. Riverview Law is a trading name of LawVest. LawVest is owned by AdviserPlus Business Solutions, DLA Piper UK Nominees Ltd and a number of individuals, including the management team.
THE RIVERVIEW BRAND
Q. Why did you choose the name Riverview Law?
A. We wanted a name that could become a brand and that is both solid and reliable but capable of demonstrating that we have a different view on the legal market. As you’ll see from the branding, our website and all our communications and marketing there is a big play on us having a different view on matters.
Q. What is the story behind the brand?
A. At Riverview we believe that the way legal services are accessed and delivered really matters – to businesses, to individuals and to society in general. That’s the core theme underpinning our approach and propositions. We have a clear view on legal matters and we believe our customers should expect to have the same clarity.
It is our ambition for Riverview to become synonymous with legal innovation and leadership. Our first steps in delivering this can be seen in the characteristics underpinning our various services:
| Characteristics | How we do it |
|---|---|
| Transparency | Fixed pricing is provided for all services |
| Certainty | Annual contracts and fixed pricing means customers can budget confidently |
| Ease of Access | Customers can access their secure Myview Portal any time of the day or week, and the Adviceline has extended opening hours |
| Expertise | The professionals delivering the service, from the support teams to the lawyers in Riverview Chambers and Riverview Solicitors, are highly trained and customer focused |
| Innovation | From free content (business and legal documents, policies, forms, template letters, records and advice), through the Myview Portal and a free adviceline call, to annual contracts and our price guarantee |
| Low Risk | Customers can use the free adviceline call to test Riverview Law and, via the price guarantee, have a full no quibble refund of their annual contract if in the first month they decide the service is not for them |
| Membership | Relationships matter. We will develop long-term relationships with customers. Our Membership is free and provides significant lasting value. It is part of our investment in building trust and confidence with potential customers |
To achieve our ambitions all our people are guided by core values that inform and drive everything we do:
Remember who the law is for
The law is for us all. It is for our customers. We never forget our responsibility to put customer needs and expectations at the centre of everything we do.
Expert advice, good judgement
There is no short cut to building trust. We deliver high-quality, expert advice and build confidence through superb people. Much of what we deal with is not simple or clear cut. We have to assess the situation, consider all aspects and then exercise judgement on behalf of our clients so we can provide them with appropriate options and strategies. We value expertise and great judgement in our people and do everything we can to encourage, nurture and hone these skills. We know that our advice is only as good as the ability of our customers to act on it.
Be clear, assume nothing
Our success depends on two key factors: our ability to be precise and accurate with our judgements and our ability to articulate those recommendations clearly to clients. It is our responsibility to make sense of and explain complicated legal matters, and great communication relies on taking nothing for granted.
Looking forward, looking back
We respect the history and role of law. We recognise that the world is changing rapidly. Our view of the future, and understanding of the past, helps us innovate and establish trust with all our stakeholders. We help our clients deal with present issues and look ahead to what may be facing them in the future.
Above all our people know that they have the authority, without referral, to make decisions that are in the best interests of customers. They also know that they work in a culture and environment that means they are supported when they do this.