Client Care
Our commitment to you
We will:
Represent your interests and keep your business confidential.
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Explain to you the legal work which may be required and the prospects of a successful outcome.
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Make sure that you understand the likely degree of financial risk which you will be taking on.
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Advise you as to the different ways your matter could be funded.
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Keep you regularly informed of progress or, if there is none, when you are next likely to hear from us.
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Try to avoid using technical legal language when writing to you – tell us when we fail in this aim!
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Deal with your queries promptly.
We aim to:
Act upon any correspondence/emails within 3 working days.
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Deal with any telephone calls within 24 hours.
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Provide you with advice, but only if specifically requested to do so.
How you can help us
Please give us clear instructions and tell us if there are any important time limits.
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Ask us if you are not sure of anything. It is important that we understand each other correctly throughout.
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Deal promptly with any important questions that may arise.
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Keep in regular touch. Ask for a progress report if you are worried about anything or you do not hear from us when expected.
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Tell us if you are moving or going to be unavailable for some time. Let us have details of forwarding addresses and telephone numbers.
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You may contact us in writing, or by telephone, or email. We recommend you make an appointment if you want to see someone.
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To avoid delays in completing transactions please let us have funds at least 7 working days prior to completion for clearance. We reserve the right to delay completion if you notify us of a change in the source or destination of the transmission of funds within 7 working days.
People responsible for your work
Each department within the firm specialises in a particular area of the law and is headed by a solicitor. The solicitors usually handle the most substantial and complex cases. The solicitors are supported by other legal staff. The solicitors have personal responsibility for individual matters that they deal with under the supervision of the solicitor in charge of the department in which they work.
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It is important that you know who has responsibility for your particular matter. It is also important that you know what status each person has within the firm. Please see your instruction covering letter for status and chargeable rates for any legal advisers who might be involved in your case.
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During the course of your case, if the person who has day to day responsibility for your matter is not available, please feel free to contact their secretary or any other legal adviser in the department who will endeavour to
assist you.
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We will try to avoid changing the people responsible for your work, but if this cannot be avoided, we will tell you promptly of any change and why it may be necessary. If the person responsible for your file is replaced by a new member of staff, their status and charge rate will tend be equivalent to the person originally handling your matter, unless they are more senior.
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