Client Care Charter

We pride ourselves on the standard of service and legal advice that we offer to our clients.  We aim to ensure that the service we provide meets your expectations from the start to the end of your matter.

Level of Service- General

1. We will agree with you in advance the level of service you need and explain to you at the outset an overall timescale and the different stages in relation to your matter.
2. We will act in your best interests at all times.
3. We will keep all information you give to us confidential unless you give us permission to disclose information;
4. We will give you clear legal advice that you can understand.
5. We will make sure that you understand any risks involved in connection with your instructions.
6. We will let you know if you qualify for Public Funding and how this will affect you.
7. We will review your file/ matter regularly to ensure there are no periods of inactivity of more than seven days unless you have agreed to do otherwise.
8. We will tell you within two working days if a conflict of interest has arisen and what impact this has (if any) on us continuing to act for you.

Communication

1. We will return your phone calls and emails the same day (if received before 2pm). If this is not possible for whatever reason a representative of the firm will call you, explain the reason for the delay and tell you when you can expect to receive a call back.
2. We will respond to your letters within 2 working days.
3. We will communicate with you wherever possible by phone or email, unless you specify otherwise.
4. We will contact the other side ( if appropriate) within 3 working days to agree a way forward or we will  tell you if this is not appropriate.

Costs and expenses

1. We will discuss how your matter will be funded at the outset and tell you about the availability of public funding (formerly legal aid) and after the event insurance, together with other types of funding.  We will also ask you whether you may have pre purchased insurance in place and request that you provide us with  copies of any relevant policies of insurance to determine how you case will be funded.
2. We will explain the costs versus the benefit to you in giving us instructions and will review this with you periodically as appropriate.
3. We will provide you with best costs information at the outset and as the matter progresses.  We will update the information we give you on costs at not more than three monthly intervals unless we have agreed to do otherwise.

Conclusion

1. We will write to you to confirm the final position and any time limits which may apply.
2. We will advise you when we are closing your file and return any original documents unless you instruct us otherwise.

And finally………

We hope you are happy with the service we provide.  If you feel that you are not receiving the service you expected then please contact the person dealing with your matter in the first instance.  If you still remain dissatisfied then please ask for a copy of our complaints procedure.