Client Care Policy
Harvey Ingram recognises the importance of quality service and particularly the principle of client care.
Quality of Service
We will respond to your requirements. This means: -
- A professional approach to solve your legal solutions
- A prompt response to all telephone calls, e-mails and correspondence
- Informing you of the progress on your file and important dates to remember in relation to your matter
Personnel
Your Engagement Letter will name the person responsible for your matter and his or her position within the firm. If that person is not a Partner, the letter will also name the Supervising Partner. Should it prove necessary to refer you to another person, we will inform you immediately of the change and the reason for it.
Costs
Your Engagement Letter will set out our fee and/or the method of its calculation. According to the nature of the transaction, our fee may be:
- A fixed fee
- A fee based on the sum of money involved, or
- A fee based on an hourly rate for the time involved
Where we quote on an hourly rate, we will try to give you an estimate of the likely final cost. For lengthy cases, particularly those involving litigation, it can be difficult to give such an estimate at the outset. In this event we will advise you when pre-determined levels of cost have been incurred at six-monthly intervals.
We may require payment to be made on account of any expenditure we incur on your behalf.
Payment of invoices is due within 30 days (or earlier if specified). Interest is payable at 2% above our banks base rate on unpaid sums.
Feedback
We welcome feedback and comments on our services. If you have any serious concerns which you would like to raise, you can contact either Frank Whale or our senior partner, Stephen Woolfe at our Leicester Office on +44 (0)116 254 5454.
Additional Information
- Where we hold money for you, interest may be payable by us under the Solicitors Accounts Rules.
- Harvey Ingram is regulated by The Solicitors Regulation Authority in the conduct of investment business.
- Under the Money Laundering Regulations 2007, we have certain statutory duties including the right to require proof of your identity.
Confidentiality
- All members of the firm are bound by law and professional standards to keep all information concerning clients and their work strictly confidential. We take this obligation very seriously.
- Under ISO9001 requirements, we have adopted administrative procedures which are designed to promote efficiency and quality of service.
- Harvey Ingram is registered under the Data Protection Act and, in accordance with modern business systems, stores some information on computer. By accepting our Terms of Engagement, you are deemed to have accepted this practice.