Client Care Policy

Client Care Policy

Our Practice Objectives

We aim to provide our clients with an efficient, professional and friendly legal service. On receiving instructions we will act on those instructions promptly and efficiently, keeping clients informed of progress in their cases.

Confidentiality

We act in the best interest of our clients; we will only take instructions from our clients and only represent their interests. We owe our clients a formal duty of confidentiality which we scrupulously observe.

Communication

We respond promptly to telephone calls and letters. We are courteous and considerate in our dealings with all clients. We communicate in accordance with clients’ instructions by letter, telephone, email, fax or otherwise.

Office Hours

Our offices are open from 9am-5.30pm, Monday to Thursday and 5.15pm on Friday. We close for lunch between 1pm and 2pm. We prefer clients to make appointments if you wish to see us – in the event that a matter is urgent appointments can be made at short notice. We are flexible, where necessary and by appointment often seeing clients outside office hours.

Explanation of legal procedures and options

We explain all options open to clients in pursuing their cases and the legal procedures involved, their likely duration and cost so that clients can make fully informed decisions.

Progress reports and consultation

We keep our clients informed of progress and consult them in relation to any new developments.

Billing

Before clients commit to instructing us to act on their behalf, we will give them information, as required by law, in relation to our fees and the costs likely to be incurred. We keep them informed of any changes, discuss payment and send bills as agreed.

Money laundering rules

Along with Banks and many other professions, we are obliged to comply with rules to prevent money laundering. We must formally verify clients’ identity and may be obliged to report to the relevant authority transactions or sources of funds which appear to be suspicious.

What is expected of the client

Just as our staff are required to treat our clients with respect and courtesy the same is expected of clients in relation to our staff. In relation to the giving of instructions, clients must where necessary make an appointment at which instructions will be taken and advices given. This will be followed by a letter outlining such meetings, instructions and advices. An acknowledgement and authorisation form is then be signed by the client and returned to us. Instructions can also be given in writing in the form of a hard copy signed letter. Instructions should be given in a timely fashion. Clients take responsibility for non legal issues arising in their matters.