Service Standards

We operate a system that requires us to meet certain standards of client care. Such standards include:

• You will receive copies of all substantive correspondence.
• Telephone calls are to be returned during the same day if at all possible.
• Correspondence will be dealt with as soon as practically possible.
• Letters to you or to other solicitors are to be written in plain, succinct English.
• Appointments are to be given to you without any undue delay.
• Dealing with you and all persons with the same attention, courtesy and consideration regardless of race, colour, ethnic or national origins, sex, creed, disability or sexual orientation.

There are other standards, but these are the main ones that affect your dealings with us. Please let us know if you feel we are not keeping to those standards.

To assist us in providing an efficient and effective service we ask that you:

• In all communications quote the file reference number of your matter which is set out in correspondence to you and clearly address all written communications to the person responsible for your case.
• Leave clear telephone messages with all members of staff.
• Notify us immediately of any change of your address, telephone number or other material information.
• Notify us immediately if you are delayed or cannot attend an appointment.
• Pay our bills and disbursements without delay.
• Respond to our requests promptly.
• Respect all members of staff.

To help us maintain high standards we have an internal quality assurance system, and a system which may involve an external audit of a random sample of our files by the Legal Aid Agency.

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues [delete if not required]. If you would like to make a formal complaint, then you can read our full complaints procedure [link to your process]. Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving a final response to your complaint

and

• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.
• 
  

If you would like more information about the Legal Ombudsman, please contact them:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour.

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

An actual or potential conflict between your interests and the interests of another client of the firm may arise during your case. If this situation arises, we will discuss the position with you and decide on the best way forward. To protect your interests, we may not be allowed to continue to represent you. 

If you wish us to stop acting for you, you may terminate your instructions by giving notice in writing at any time. We will advise you as to outstanding fees.

Our right to stop acting for you

We will only exercise our right to stop acting for you if we have good reason to do so and we must give you reasonable notice. Reasons for doing so include:

• Your failure to give us proper instructions. 
• If our continuing to act would be impractical, unethical, or unlawful.
• You fail to pay our invoices as and when rendered..

We will keep a digital file of your papers for 6 years from the conclusion of your case. 

If your case is transferred to another solicitor, we are still required to maintain a copy of those papers unless any new solicitor signs an undertaking to make them available for a Legal Aid Agency audit. 

After 6 years your file will be securely deleted.. We will endeavour to return to you personal paperwork and documents at the conclusion of your case. If you require any additional paperwork from your file, we reserve the right to impose a small administrative charge.

Proof of Identity

To comply with the law on money laundering it may be necessary to obtain evidence of your identity. If this applies to you, we will inform you as soon as possible and tell you what evidence is required.

Confidentiality

Solicitors are under a professional and legal obligation to keep the affairs of clients confidential. This obligation, however, is subject to a statutory exception. Recent legislation has placed solicitors under a legal duty in certain circumstances to disclose information to the Serious Organised Crime Agency (SOCA). Where a solicitor knows or suspects that a transaction on behalf of a client involves money laundering, the solicitor may be required to make a money laundering disclosure.

If, while we are acting for you, it becomes necessary to make a money laundering disclosure, we may not be able to inform you that a disclosure has been made or the reasons for it. Where the law permits us to do so, we will tell you about any potential money laundering problem and explain what action we may need to take.

Cash

Our firm’s policy is:

• to accept cash up to £5,000.00
• If more than £5,000.00 to require proof of identity.