Client Charter
We want the best possible relationship to enable us to help you with your matter and this page tells you the name of the person looking after your matter; the supervising partner; when the office is open; where people can be reached in an emergency outside office hours; information about our costs; the service we promise you; how you can help us offer the best service, and what to do if you are unhappy about the way your matter is being dealt with.
The office hours are 8.30 am to 1.00 pm and 2.00 pm to 5.00 pm each weekday and by appointment only on Saturdays. If an emergency arises when the office is closed, please leave a message on the answerphone or telephone the person dealing with your matter at their home.
We aim to provide you with the following service:-
- To reply to correspondence promptly
When appropriate we will confirm in writing to you:-
your instructions to us; any advice we have given; what action we will be taking; what action we need you to take; and any further information we need from you.
During your matter we will:-
keep you informed of progress; advise you of any delays and explain the reasons; explain the effect of any important documents; explain any changes of staff affecting your matter, and if you so wish, send you copies of important letters (but, remember, it will cost you more if you ask for copies of all letters).
At the end of your matter we will:
write confirming the conclusion of it; explain any continuing consequences; render our bill as promptly as possible, account to you for all money due.
How you can help us
Give us clear instructions; tell us if you have any important time limits; make sure we have understood each other correctly and ask us if you are not sure about anything; deal with any important questions that arise promptly and keep in regular touch. Don't feel afraid to ask for a progress report if you are worried about anything or do not hear from us when you expect to.
Help us plan our working day
Unless it is urgent, write to us rather than telephone, and make an appointment if you want to see someone. Please avoid unnecessary calls and appointments the more time we spend talking to you or writing letters the more it will cost.
How much will it cost
When taking your instructions we will discuss how your legal charges are to be met, whether we shall require a sum on account and whether you are eligible for legal aid and if so we can make the application for you. We will give you the best information we can as to likely cost, either by agreeing a fee with you; providing you with an estimate of costs. or explaining how our costs will be worked out. Value added tax (VAT) and any payments we might have to make on your behalf (disbursements) will be added to our final account.
If required we will confirm these arrangements in writing, explain what work they cover, tell you about any other foreseeable payments which are likely to be necessary and set out our terms for payment of bills and right to charge interest on an unpaid bill. You can set a limit on costs to be incurred without further agreement with you (not the same as an agreed fee), and ask us for details of what costs have been run up at any stage. If required we will tell you what costs have been incurred at least every six months where a matter takes some time.
Unless you are on legal aid we may ask you for a payment on account of our costs, especially for Court and Tribunal work. We may need to ask you for further payments as the matter progresses. If you think your bill is too much we will be pleased to explain how it has been worked out. If you are still unhappy after that we can explain your rights to have the bill checked by the Solicitors Regulation Authority.
We will be pleased to give you costs information at any time. Our aim is to meet the Law Society's Professional Standards and recommended practice.
What to do if you are dissatisfied with our service
Tell us if you feel you are not receiving the service for which you hoped. We want to know if you are dissatisfied. We can try to put it right, and will look into it promptly and thoroughly.
Mention it first to the person looking after your matter and if you are still unhappy after that you can complain to the supervising partner or to our Senior Partner or Managing Partner who will investigate and contact you to talk about the problem. It will help if you put your complaint in writing (keeping a copy for yourself) and explain what action you want us to take. Afterwards he will write confirming your complaint, the discussion. and what we will be doing about it. This will be at no extra cost to you.
If you are still not satisfied you can get help from the Solicitors Regulation Authority.