SJP Ethical Governance Charter

SJP Ethical Governance Charter

Applicable to all clients, personnel, and stakeholders of SJP

1. Ethical Commitment

1.1 At SJP, we affirm that ethical conduct is the foundation of professional practice. Every interaction with clients, partners, and personnel shall be governed by integrity, transparency, accountability, and respect.

1.2 The Firm commits to:

  1. Treat all clients with dignity, courtesy, and impartiality.
  2. Ensure confidentiality and the protection of personal and sensitive information at all times.
  3. Make decisions guided not only by legal compliance but also by principles of ethical integrity.
  4. Encourage client feedback, concerns, and complaints to continuously enhance professional standards.
  5. Maintain a culture where ethical practice is actively promoted among all personnel.

2. Complaints & Resolution Process

2.1 SJP has established a structured and transparent process to address complaints efficiently, fairly, and with accountability. All complaints shall be documented, reviewed, and resolved in accordance with the procedures below.

Step 1 – Initial Resolution with Senior Partner

  1. Clients shall first raise any complaint or concern directly with the Senior Partner responsible for the matter.
  2. The Senior Partner shall review the complaint, seek clarification, and endeavor to resolve the matter promptly and equitably.

Step 2 – Escalation to Chief Operating Officer (COO)

  1. If unresolved at Step 1, clients may escalate the matter to the COO.
  2. The COO shall conduct a structured review including consultation with relevant parties, ensuring transparency and timeliness.

Step 3 – Final Review by Managing Partner

  1. If the complaint remains unresolved after Step 2, the Managing Partner shall personally review the matter.
  2. The Managing Partner’s determination is final and binding, ensuring the Firm’s highest level of consideration.

3. Handling Complaints

  1. Client Input: Clients may provide a detailed account of their concerns in writing.
  2. Support in Drafting: The Firm shall assist in creating an accurate written record representing the client’s perspective.
  3. Investigation: A thorough investigation will be conducted, with all relevant facts gathered impartially.
  4. Timeliness: Complaints will be acknowledged immediately, with all substantive steps taken without undue delay.
  5. Client Consideration: Client perspectives are integral when considering any corrective or disciplinary actions.

4. Ethical Assurance

4.1 By adopting this Charter, SJP affirms:

  1. Clients are the purpose of our work, not an interruption.
  2. Complaints are opportunities for learning, improvement, and trust-building.
  3. Transparency, accountability, and professional integrity guide all resolutions.
  4. The Firm shall ensure continuous training and awareness of ethical governance for all personnel.
  5. The Firm commits to periodic review of this Charter to uphold best practices in ethical governance.

4.2 All personnel are expected to strictly adhere to this Charter, ensuring its principles are applied consistently in every matter.

5. Governance and Accountability

5.1 The Managing Partner holds ultimate responsibility for ethical governance within SJP.

5.2 Regular audits and reviews shall be conducted to ensure compliance with this Charter and applicable laws.

5.3 Personnel are required to report any suspected breaches of ethical standards directly to the Senior Partner or COO without fear of retaliation.

5.4 This Charter is binding upon all personnel, partners, and associates, forming a core part of SJP’s operational and governance framework.