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Client Care & Complaints
At all times your file will be dealt with by the fee earner allocated to you. The person dealing with your file will explain to you the issues raised and keep you advised as to progress.
Payments
If asked for a payment on account it is essential that this sum is paid to us. You will be given credit for any such sum paid against the final account. Before we make any payments to you, we will require a copy of your bank statement showing the account where you wish the funds to be paid. We will also require your written authority to transfer any funds electronically.
Costs
Our hourly charging rate are between £150 to £200 plus VAT. Charges are calculated by reference to the time spent dealing with your matters including meetings, telephone conversations, drafting and reading documents, correspondence and occasionally travelling.
Timescale
The fee earner dealing with your case will provide you with an estimate as to a timescale upon instruction. We are committed to providing you with further guidance as your matter progresses.
Storage of papers
We keep a copy of your file of papers for no more than 24 months after which time we have the authority to destroy these. We do however reserve the right to make a charge for retrieving old files and supplying copies of papers held.
Terms and Conditions of Retainer
1. As solicitors we undertake that we will carry out a professional service to a high standard of skill, integrity and service such as may be expected from a solicitor holding a practicing certificate from the Law Society. We undertake to deal with your matter with all possible speed and with
utmost efficiency.
Our charges are subject to VAT at the prevailing rate at the time the account is rendered.
Our charges are subject to the limitations and to your rights as set out in the Solicitors Remuneration Order 1972 and the Solicitors Act 1974.
Interest on monies held
Where in the course of acting for you it becomes necessary for us to hold monies in our client account, we will in appropriate cases invest these monies in a bank account at our discretion. Interest will accrue to your benefit. We will not however except where this involves large sums of money (or are required to do so by the Law Society Rules) deposit any sums unless monies are going to be with us for at least one month.
No interest will be paid unless the interest accrued is more than £20. This sum is based on interest earned on the sum in question for the period concerned as if the same had been placed in a Lloyds Bank PLC deposit account.
If you have any queries regarding our service please contact us on 01245 251 650 or 01245 251 570
Financial Services
We are not authorised under the Financial Services and Markets Act but can offer a limited range of investments services to clients as we are members of the Law Society. These services can be provided if they are an incidental to part of the professional services we have been engaged to provide. We can carry on insurance mediation activity, which is broadly the advising on, selling and administration of insurance contracts. This is part of our business, including arrangements or redress if something goes wrong, is regulated by the Law Society. The register can be accessed via the Financial Services Authority website at www.fsa.gov.uk/register
Service Issues
We hope that you will not have any cause for concern about the services offered. If however you have any problems please contact the person who has conduct of your matter. We aim to provide a good and efficient service.
Identification
We require two forms of identification from one. One form of ID must be photographic namely a passport or driving licence. We also require evidence of address by way of utility bill, bank statement or council tax demand. The statements must not be more than 3 months old.
Complaints
We hope to be able to offer you a professional service that meets your expectations. However, in the event that you there are problems or issues, please contact Barbara Chappell who is our principle solicitor. If we cannot resolve the issues with you, you have a right to complain to The Legal Ombudsman. The Legal Ombudsman will allow us approximately 8 weeks to try to resolve the matter with you. If after 8 weeks a resolution has not been reached you can ask to involve them further. Please visit the Legal Ombudsman website for further information.