Quality Service Guide

Our Standards

We pride ourselves on the standard of service and legal advice we give to all our clients. And we want to make sure that our service meets your expectations. We shall:-

• Represent your interests
• Keep your business confidential
• Deal with your enquiries promptly

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Keeping You Informed

At the outset, we will confirm in writing to you:-

• The name and status of the person looking after your matter
• Your instructions to us
• The advice given to you
• What action we will be taking
• When you will next hear from us
• The best indication we can give you of the cost involved, and our charging rate
• An estimate of the approximate time the matter will take to complete
• Any action we need you to take and any information we need from you.

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Progressing The Matter

We shall:-

• Keep you informed of developments
• Advise you of any delays and the reasons for them
• Inform you if our cost estimate needs to be revised or if there is a change in personnel dealing with the matter.

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Our Charges

Generally, we follow the established professional practice of charging for our services on the basis of a fixed hourly rate, which will be clearly quoted in our initial letter to you. This rate is normally revised on an annual basis. In some cases, there may also be a charge based upon:-

• The value of any property transacted
• The value of the estate (in probate matters)

In some areas of work we shall charge you a fixed fee for the work undertaken.

There may be certain additional expenses (known as disbursements) which we may incur on your behalf, such as experts fees, local searches and court fees. We will normally ask you to let us have the amount involved before these expenses are incurred.

We shall deliver bills at regular intervals for the work carried out during the course of the matter. This enables you to keep track of the costs. Payment of all bills is due within 28 days of delivery and we reserve the right to charge interest on overdue bills.

You may also be asked to make payments on account of anticipated costs. Any money paid on account of costs is held by us in our Client Account and can only be taken by the firm either when we have submitted an invoice for work done, or to meet expenses incurred.

If you require further information about our charges or advice on how to pay by standing order, then please do not hesitate to contact us. We also accept credit card and debit card payments.

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Termination

You may terminate your instructions to us in writing at any time but we will be entitled to keep all your papers and documents while there is money owing to us for our charges and expenses.

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Public Funding

Depending upon your income and capital position, you may be eligible for Public Funding. We will be happy to discuss with you whether you are likely to be eligible and whether an application for Public Funding should be made.

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Quality Service

We seek to provide a high quality and efficient service to all our clients. If at any time you experience any difficulty with the service you receive from us or wish to comment on any aspect of our service, then please feel free to contact the person with responsibility for your matter.

If that does not resolve the problem to your satisfaction, then please raise the matter with Mr Pete Dodd, our Client Care Partner.

In the event that you remain dissatisfied with the manner in which your concern has been dealt with, the Consumer Complaints Service has been set up to mediate between solicitors and clients. We will be glad to supply their details on request and co-operate with them as necessary.

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How You Can Help Us

You can play a very important part in helping us to deal with the matter efficiently, quickly and economically by:-

• Giving us clear instructions
• Telling us in good time if you have important time limits
• Asking us if you are not sure about anything
• Dealing promptly with any important questions which may arise
• Telling us if you change your address or phone number
• Telling us if you become aware of any information which you think may affect our ability to give you independent advice.

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Summary of Our Services

Legal Services for Commercial Clients

• Company Commercial
• Dispute Resolution
• Debt Collection
• Liquor & Gaming Licensing
• Commercial Property
• Employment
• Agricultural Services
• International Property and Dispute Resolution
• Notary Public

Legal Services for Private Clients

• Residential Property
• Wills & Probate
• Civil & Criminal Litigation
• Matrimonial & Family
• Personal Injury and Accidents Abroad
• International Property