Client Charter
Like all lawyers, we understand the law. Unlike all lawyers we make certain that we understand you and your needs.
We are governed by the same complex rules administered by the Solicitors Regulation Authority (which can be found at www.sra.org.uk but we try to work in a way which is different to the majority of firms.
We look to work with you providing a service which is both professional and personal and which keeps you informed at every stage.
This document is part of that process. Even before we fully start work on your behalf we think it is important you understand the way we work and how much we charge for our work.
Our Commitment To You
We aim to:
- Return ‘phone calls and emails the same day, even if that means a call outside office hours when, for example, we are in Court or in a client company meeting for a full day
- Reply to all letters within 48 hours
- Be pro-active, approachable and responsive
Our Fees
We have agreed with you a fixed fee for the work stated on our website. We charge by the hour for any extra work you ask us to do. If extra work is required we will always discuss this with you and agree an hourly rate for that work. These charges are all subject to VAT at the prevailing rate.
In the case of extra work we often cannot be clear how much the total costs will be. That is because the extent of work necessary will not then be known and/or is largely dependent upon the actions of another party involved. We will however tell you every month how much the costs are at that point. If you indicate a budget beyond which we must not go without your permission, then of course we will keep to that figure. If the amount of work required of us becomes clear, we will tell you how much the bill for that work will be.
Your Commitment To Us
Fixed fees are always payable in advance but for any extra work we will invoice you for the work done at the end of each month and ask that you pay within 14 days. We reserve the right to charge for reminder letters and interest upon any amounts outstanding after the 14-day interest free period at 15%.
Asking you to pay in this way helps us maintain our cash flow and keep our bank charges to a minimum. This in turn helps us to keep the rates we charge you as low as possible. This is very important to us and indeed all our clients; so much so, that it is our practice to cease work on a case if the invoice is not paid on time. We must also ask that you pay to us fees that we have to pay out on your behalf— Court fees, barrister’s costs and so on—promptly as they become payable (often just before they are used).
Problems
We pride ourselves on good communication and relations with you. If, however, you feel dissatisfied with any aspect of our service please raise the issue with the person dealing with your case. You will find that they approach your concerns with speed and respect.
If we have not given a service above your expectation, then we genuinely want to know. Our senior partner Andrew Woolley will also be pleased to speak to you direct on 01789 267377 or andrew.woolley@family-lawfirm.co.uk and operate an informal check or instigate our formal complaints procedure (a copy of which is available upon request).
In the unlikely event that we cannot satisfy your concerns, then after using our above process, we have arranged for an independent solicitor who will give a written view upon any complaint at no cost to you. We will provide their details upon request and abide by any recommendation they make (which can include compensation for unsatisfactory service).
Who is Dealing With The Case?
We have a team of specialist lawyers. Your lawyer will send you their complete contact information. Andrew Woolley is ultimately responsible for the work done.
Money Laundering
Like all lawyers, we are required by law to apply procedures to guard against money laundering. You'll be familiar with these from dealing with your bank. We try to use an electronic ID checker as used by the major banks but we may need to have items to prove your ID (such as a passport and utility bill) and will have to make detailed enquiries of you occasionally especially if you send to us any cash or money from an account that is not obviously normally operated by you (and especially if you ask us to send money other than to such an account).
You might also hear from the Press that we will report to the authorities things you have told us confidentially due to a new rule that has come into force under the Proceeds of Crime Act. A simple example would be if you tell us that you or someone else is not paying tax by improper methods. We might indeed be obliged to report any such activity because of that Act but there is uncertainty about this and the position in Law has been changing. We ask you to accept that if we are obliged to report, then we will. If we are not allowed to report then we will not. .
At Any Time...
If you think there is anything we could do better, please tell us!
Woolley & Co
PO Box 1700
Stratford Upon Avon
CV37 7ZW
Tel: 01789 267377
Email: info@family-lawfirm.co.uk
Web: www.family-lawfirm.co.uk
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