Client Care Charter

INTRODUCTION

As a firm, we pride ourselves on the standard of service and legal advice we give to all our clients.  The firm’s policy on the service we aim to give to our clients can be summed up  as:- “To ensure that all clients receive a service which meets or exceeds their expectations”.

OUR COMMITMENT TO YOU

We have developed policies to help us work more efficiently.

The Fee Earner acting for you will oversee all of the work that is carried out on your behalf.  If he or she is not available to take your call, you can leave a message with a Secretary who will be familiar with your file.

We will: –

–           Endeavour to deal with your questions within a reasonable

timescale.

–           Respond to emails, letters, telephone calls promptly and

courteously

–           Agree with you in advance the level of service you require.

–           Agree with you how you wish us to correspond with you, eg by

post or email

–           Represent your interests.

–           Keep your business confidential

–           Discuss with you what you hope to achieve and advise you of a

realistic and achievable outcome.

–           Give you clear legal advice that you can understand.

–           Ensure you understand the likely degree of financial risk involved

in pursuing your instructions.

–           Advise you if it appears you are eligible for Legal Aid and how this

will affect you.

–           Advise you of our estimate of costs in  writing.  If a fixed fee is more

appropriate, we will agree with you, in writing, the basis of our

charges and the likely total cost.  If this is not possible, we will

explain the basis of our charges and give you a general  forecast

with a possible range of costs OR explain why a forecast is not

possible but  indicate a costs estimate and any increases.

–          Tell you in advance whenever possible if our charging rate is to

change

–          As matters progress we will regularly confirm in writing, the cost

that has been incurred (including money paid to others on your

behalf and VAT).

–          Keep you informed of progress and, where no action is required by

us for a period of time, explain to you when you are likely to next

hear from us.

–           Endeavour to reply to your letters within seven working days

(involved or detailed responses may be preceded by an

acknowledgement saying when a full reply will follow).

–           Value your comments about our service.  If you feel, at any time,

that you are not receiving the service you hoped for please tell us

immediately.  We want your suggestions that may help us improve

the service we give all our clients.

–           Protect your information and confidentiality and comply with Data

Protection regulations.

–           Keep your funds safe and secure and comply with Anti Money

Laundering Regulations.

HOW YOU, AS OUR CLIENT, CAN HELP US.

To enable us to do our very best for you, teamwork is necessary.  This involves us working together at all times, but, most importantly, we have to rely on you telling us things we need to know, or providing us with documents when we ask for them.

Therefore please:-

–           Bring all relevant papers with you to your first appointment or, if in

doubt,  bring what you think may help us.

–          Please ensure you provide evidence of identity.  We need a

minimum of 1 document with photographic evidence and 1

document with evidence of address (e.g. passport/utility bill) in

order to comply with AML Regulations

–           Tell us if you have any special needs or requirements relating to the

service you wish to receive.

–          Tell us how you want us to communicate with you, e.g.

post/email/telephone.

–           Let us know at the start of our relationship what you expect of us

so that we can agree with you what it is possible to achieve.

–           If your expectations change at any time, tell us immediately.

–           Tell us if you have personal time limits or targets which would not

be obvious to us.

–           Satisfy yourself that you always understand what we have

discussed.  If you are unsure, please tell us.

–           Contact us quickly if we ask you for instructions, documents or

information.

• Tell us if you change address or telephone number or if your circumstances are affected in a way that may impact on the way we deal with your matter.
• Continue to provide us with up-to-date evidence of your income/financial  circumstances.
• If you wish us to speak to someone on your behalf or discuss your case with another person (e.g. a member of your family), please tell us as we will need your authority to do so.
• Take note of our requests for exchanging documents to protect your documentation and confidentiality and comply with Data Protection Regulations
• Tell us if something upsets you so we can have the opportunity to put it right
• Pay us in accordance with the agreement we make with you

If you wish to discuss any of these terms, please contact us.

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