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Client Service Charter

This Client Service Charter sets out how we aim to provide an exceptional client experience, where our goal is to build a long-lasting partnership based on trust, professionalism, and mutual success. We’re dedicated to helping you achieve your business objectives, and we’ll go the extra mile to exceed your expectations consistently.

Think of it as our way of saying “you’re in safe hands”. 

If you have any questions or require further information, please do not hesitate to contact us

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We understand your needs

Understanding your goals and objectives is crucial to success. 


In-depth onboarding


We kick off any relationship or project by discussing your goals, business objectives, challenges, opportunities, and what success looks like for you. We’ll actively listen to your requirements and ask relevant questions.




We conduct thorough research to gain a deep understanding of your business, industry, and target audience. Where possible, we aim to enhance our understanding with user research for lay audiences, patients or healthcare professionals to refine our commercial strategies.


Team training


Your Wallace team will be fully onboarded and will each understand your needs and share accountability for delivering success. We have senior strategy and creative teams overseeing projects to provide expertise and guidance.

We’re committed to quality

We deliver high-quality content and campaigns that reflect your brand's credibility and meet your user needs. 



Our team includes skilled medical writers, content strategists, digital marketers, designers, and videographers. All our staff have 1 day per month dedicated to their training and learning to stay ahead of best practice, refine our expertise and expand our skillset.


We only work with the health, medical and pharma industry meaning we understand the unique challenges and opportunities this sector provides and how to achieve success effectively and efficiently. We create engaging and informative content that resonates.


We’re proud of the work we produce. We follow quality control processes and ensure compliance with industry standards and regulations. As a PIF TICK Trusted Content Partner, we know how to ensure content is high-quality, medically sound and meets user needs.

“A strong depth of experience means the team can advise on a range of routes and develop a strategy which is carefully constructed and thought through.”

October 2023 Client Satisfaction Survey respondent

We treat your success as our success

We commit to your goals as if they’re our own. We will always provide open and honest guidance and advice that helps you achieve your goals, not our own. 


Tailored solutions

Every business is unique. Our team of experts will develop customised content strategies and solutions that align with your specific needs, brand identity, and industry regulations. 

Actionable reports

Our preferred way of working is to evaluate and refine so you can maximise your investment. From our standardised clear and simple report formats to a custom-built dashboard aligned to your goals, we provide meaning, actionable insights and understanding from data. 

Strategy review

Our clients appreciate quarterly strategic reviews to re-evaluate long-term plans, update progress and revise strategy to reflect current needs. Include us in your yearly planning meetings to help us stay upstream and collaborate with you as effectively as possible.

We’re clear and collaborative

Effective communication is the foundation of a successful partnership and a warm and friendly relationship makes the entire process enjoyable and stress-free.

Open communication

We work closely with you to ensure smooth communication, manage expectations, and provide regular updates on project progress.

Client satisfaction

We believe in continuously learning, evolving, and improving. We encourage feedback and suggestions to ensure that we consistently meet your expectations and ask clients to complete twice-yearly surveys to make sure we’re delivering the best service we can. 


We plan regular project status meetings and ensure your questions are answered and your requests are attended to promptly – within 24 hours.

We’re professional

With over 15 years in the sector and a strong leadership, we know what you need from us to be easy to work with and a long-term partner. 

A deadline is a deadline

We know that time is precious. We’ll establish realistic timelines and strive to deliver within the agreed-upon timeframes. In case of any unforeseen circumstances, we will promptly communicate with you and propose alternative solutions to minimize disruptions.

Transparent pricing

We are committed to transparent and fair pricing. Before starting any project, we will provide you with a detailed proposal outlining the scope of work, deliverables, and costs with no hidden fees or surprises along the way. Any scope changes will be flagged with you to discuss the appropriate course of action. 

Trust and confidentiality

Your trust is of important to us. We will handle all your sensitive strategic information, data, and intellectual property with the appropriate level of confidentiality and security. We are all GDPR trained, and use a password storage management system.

Clinicians discussing ideas with post-it notes

We go the extra mile

We’re passionate about what we do, and we'll go above and beyond to help you stand out from the crowd and achieve your goals.

Flexible and adaptable

We know that needs and priorities may evolve during the project lifecycle. We’re flexible and adaptable to accommodate changing requirements and proactively suggest adjustments or enhancements to align with your evolving goals.



We don't just react to your needs – we anticipate and act upon them proactively. We keep up to date with industry insights, strategic trends and emerging technologies to offer timely recommendations to keep you at the forefront of your industry.

Infinity loop with floral field and water

We care about the world and out impact

Inclusivity and accessibility

We work with clients to embed their values and practices of inclusivity and sustainability. We are continually learning and adopting new processes, challenging unconscious bias and working to find creative solutions to the pressures and opportunities of a complex healthcare landscape. 

Ethical marketing

We don’t use dishonest marketing tactics in campaigns such as exaggerating the benefits of services, fake reviews or inflated analytics or results. We only use content and wording which realistically describes products or services.  


If you have any questions or require further information, please do not hesitate to contact us

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