Client Care

General Information

Appointments
Telephone before 10.00 am for same day appointments. If no appointment is available and you consider your problem to be legally urgent, then please ask to speak to your legal representative. Home visits are available on request and at no extra cost if you are disabled or infirm and unable to visit us.

Telephone
We prefer you to restrict your calls to the latter parts of the morning and afternoon. Please leave a full message if the person you call is unavailable. This will enable us to prepare a detailed response to your question. You will be told when to expect a return call - this will usually be within two hours.

Remember
Help us to help you and cut your costs. Unless it is urgent, write to us rather than telephone. Please make an appointment if you want to see someone. This will enable us to plan our day efficiently.

At the outset - we will confirm in writing:

Your instructions to us

Any advice we have given

What action we will be taking

When you are next likely to hear from us

What action we need you to take

How costs will be calculated

Any further information we need from you

During the matter we will:

Keep you informed of progress by sending copies of outgoing correspondence

Advise you of any delay and explain the reason

Supply copies and explain the effects of any important developments and letters

Explain any changes of staff affecting your matter

Confirm your instructions and our advice in writing

At the end of the matter we will:

Write to you confirming the conclusion of it

Explain any future consequences

Render our final account as promptly as possible

Account to you for all money due to you

Provide you with any papers and property to which you are entitled, but we reserve the right to

retain them if our account is not paid

Note: Completed files of papers may be destroyed after six years. Please let us know in writing if you wish the file to be forwarded to you.

How you can help us:

Give us clear instructions

Tell us if you have any important time limits

Make sure we have understood each other. You must ask if you are not sure about anything

Deal promptly with any important questions and keep in regular touch

Do not feel afraid to ask for a progress report if you are worried about anything or do not hear from

us when you expect to.

What to do if you are dissatisfied with our service

tell us if you feel you are not receiving the service you hoped for. We value you and want to know

if we are not fulfilling your expectations. We can try to put things right, and will look into the matter

promptly and thoroughly.

mention your concerns to the person looking after your matter

if you are still unhappy after that you can speak to Mr Bramall who will investigate the matter and

contact you to talk about your concerns. If you complain, it will help if you put your complaint in

writing (keeping a copy for yourself). After your complaint has been investigated and discussed,

Mr Bramall will prepare a report on the matter at no extra cost

if you are still not satisfied we will provide you with details of the statutory body which handles

complaints against solicitors.