CLIENT CARE CODE

We aim to provide you with a quality service in order to establish a good and lasting working relationship.

With a view to this, we have set out in this Code our commitment to our clients.

We would ask you to read it through. If you would like further details in any respect, please tell the person dealing with your matter.

OUR COMMITMENT
At the outset we will confirm in writing to you:

Your instructions to us

What action will be taken straight away

What action you need to take

The best information we can give as to the likely cost and how it will be met

Any further information or papers we need from you

During the matter we will:

Keep you informed of progress

Let you know if there are any delays and the reasons for them

Explain in plain English any important documents and points of law

Deal with your matter promptly

Tell you if our costs estimate needs revising and why

Return your phone calls where possible on the same day and in any event within 24 hours

Try and see you as soon as mutually convenient if you need to meet with us

At the end of the matter:

Report to you confirming the conclusion of it

Account to you for all money due to you

Attend to any post-completion action as soon as possible

Render our account(s) as promptly as possible

YOUR MONEY

The Law Society prohibits us from paying out any monies for you (except nominal disbursements) until we have cleared funds from you.

If we receive a cheque for any money due to you, we cannot pay you until the cheque has been cleared through our Bank.

If we hold funds from you for any reason and you owe us any money we reserve the right (unless we agree with you to the contrary) to use such funds in settlement.

COMPLAINTS

We are confident that the service we provide will not give you cause for complaint. However in the unlikely event that this should happen:

Tell us at any time if you feel you are not receiving the service you hoped for.

We want to know if you are dissatisfied. We will look into your complaint promptly and try to put it right.

Mention your grievance first to the person looking after your matter. If you are still unhappy after that, you should speak to Mr Samuel Joseph , the Complaints Supervisor of this firm who will have overall responsibility for the general conduct of your matter. Your complaint will then be investigated and you will be contacted to talk about the problem.

If you are still not satisfied after our Complaints Procedure has been completed, you can get help from the Office for Supervision of Solicitors.

Joseph &White Solicitors
558 High Road
Wembley
London
Middlesex
HA0 2AA