CLIENT CARE POLICY

This is a general statement of our Client Care Policy and applies to all matters and all offices dealing with cases and may be updated from time to time without notice. 

 

Throughout these notes the phrases “this Company” “the firm” “we” all refer to LR & P Consultants Ltd ("LR&PCL"). 

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In our pursuit of your case we aim to offer Low cost Advice & Representation

1. COMMITMENT TO CLIENT CARE
 

We have implemented Client Care standards in all departments. We set out our policy in the following notes which apply to all clients of LR&PCL on all legal matters at all offices.

2. OUR AIMS

 

• to report to you as the matter proceeds

• to return telephone calls from you within 24 hours (if possible)

• to deal with correspondence promptly

• to write letters to you in plain succinct English

• to give appointments without any undue delay

 

 

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3. QUALITY CHECK AT CONCLUSION OF CASE

We shall ensure all matters have been fairly attended to and all accounts are properly satisfied and compensation paid before the case is finally concluded and archived.

4. CLIENT CARE LETTERS (CCL)

The firm supports the principle of issuing Client Care Letters setting out our terms of acting and indicating, where possible, the fees for a particular transaction. These may be at a fixed price within a range of costs or based on a time rate charge.

In an emergency it may not be possible to send a Client Care Letter immediately but one will be sent as soon as possible.

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5. RESPONSIBILITY FOR THE WORK

The initial client care letter should state who will be responsible for the work and give details of that person’s secretary and supervising partner (if there is one). If the fee earner changes (due to retirement or re-organisation of the office) it is our policy to
notify the client as soon as possible and to take all steps to ensure a smooth transfer of files. If the fee earner goes on holiday it is our policy to ensure that a locum or other fee earner supervises the work during the absence to ensure continuity and to
avoid any delays.

8. INTERNAL COMPLAINTS PROCEDURE
Our policy is to offer all our clients an efficient and effective service but we recognise that none of us is perfect and so it is sometimes possible that a complaint may be made about the handling of a case.  If you are unhappy on any aspects of our service, you should initially discuss this with your own fee earner, but if the matter cannot be resolved between you then you
may refer the matter to any supervising partner mentioned in the initial client care letter. He will investigate the matter and implement our internal complaints procedure. A copy of this will be available to you on request, and he will notify you of his findings. 

9. TERMINATION OF ACTING
You may terminate your instructions to us in writing at any time. For example, you may decide that you cannot give us clear or proper instructions on how to proceed, or you may not wish to instruct us any longer.  We are entitled to keep all your papers and documents whilst money is owing to us.  We will decide to stop acting for you only with good reason and on giving you reasonable notice.  If you or we decide that we will stop acting for you, you will pay our costs to date, either on the hourly basis specified in the client care letter, or a reasonable sum not exceeding the fixed estimate given in the client care letter.  

10. CONFIDENTIALITY
Our aim is to give a high quality and efficient service. Unless you specifically notify us otherwise it is agreed between us that we have your authority to produce your file and other documents to the Law Society, our Insurers and any other regulatory body. We will give information for that purpose only as an exception to our obligation to confidentiality.  Beyond that your case will not be discussed or shared with any person outside of our professional relationship except with your permission.