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Client care

We have a firm commitment to client care.

Personnel

The lawyer dealing with your matter may be a partner in the firm, or a solicitor or executive member of our staff. Sometimes, more than one person will be involved in your case.

At the start of your matter we will decide and agree with you the person who will handle your matter. If it is necessary to change the person responsible for your case, we will notify you.

If you prefer to have a particular person handle your affairs, this can normally be arranged.

Costs

We like our clients to get good value for money. We are not interested in running up costs unnecessarily.

In every case, the amount of time spent is a major factor in working out the fee charged. Each of our lawyers has his or her own hourly fee rate. Some cases are charged at less than our normal rate. You can ask the lawyer concerned to tell you the hourly rate applicable to your matter.

In most cases it is not possible to give an exact idea of costs in advance. This is because the amount of time a case will need nearly always depends on circumstances which we cannot control.

Fees are often governed in part by the value of property involved, the general "weight" of the matter and other relevant circumstances as laid down in the regulations which apply.

The amount of time spent is recorded. At any stage in your matter, you can ask how much time has been spent and how much that time represents in terms of fees likely to be charged.

Regulations made under Act of Parliament require fees to be "fair and reasonable".

Solicitors' fees are subject to controls by both the Law Society and the High Court. In nearly every situation, a dissatisfied client has the right to ask the court to consider the amount of fees charged. In many cases a disputed bill can be referred to the Law Society to be checked.

If you wish you may set a limit on the costs to be incurred without further reference to you. If this is to happen you should write to the person handling your case and the limit will not then be exceeded without your being notified.

Costs in litigation

If your case goes to Court and you win, then sometimes the Court will order the other party to pay your legal fees. This does not always happen.

You should know that:-

• Your own legal fees are your responsibility, even if the other party is ordered to pay them
• If you lose the case you may be ordered to pay your opponent's costs as well as your own.
• When an order is made for the other party to pay your costs, he or she will not normally have to pay the full amount. Remember also that if your opponent has no money he will be unable to comply with the order.
• If the other party is legally aided you may not recover your costs against him even if you are successful.
• Even if you are legally aided you can still be ordered to pay the other party's costs if you lose.

If you have a complaint

We operate an internal complaints procedure.

If you have a problem with the service provided to you, you may raise it:-

• With the person handling your matter.
• With one of the partners in the firm.

The partners' names appear on our printed letter paper. You may raise a matter either at interview, by telephone or by letter.

And finally

We hope that you will be satisfied with the service you receive from us. However if you are not, please tell us - it helps us to help you if we know of any problem.  

Providing excellence in client care