We do not discourage any form of communication from our clients as we know that it is important to you to talk to us or email us when you need to.

You may find it helpful to read our advice regarding how to contact us here.

The majority of our clients are very reasonable and pleasant and we really enjoy working with them.

Whenever clients have a legal issue we understand that it can be stressful and we want to provide support.

Some of our clients require more support than others and we understand that need and we are ready to provide the additional support. However, that support may fall outside our original quotation based on the instructions provided and we may need to advise additional costs especially if the additional requirements take up more of the fee earner’s time.

We will always treat our clients with respect and patience and we expect, however stressful the legal issue to be treated in the same way.

A few of our  clients display undesirable behaviour which would be unacceptable in any context. Poor behaviour upsets our staff and it makes carrying out our work more difficult.

Email used excessively or worded aggressively or using threatening language is unacceptable.

We have a duty of care towards our employees to protect them and we have asked them to terminate any phone calls immediately where there is shouting, insulting behaviour or bad language.

Our telephone calls are recorded and stored for six months.

Our firm considers the following behaviours to be unacceptable:

• Unacceptable conduct
• Using bad language and swearing at our staff
• Being patronising and demeaning the person being spoken to
• Shouting or talking over our staff
• Threatening behaviour
• Misusing our complaints process to threaten or to try to bully us (vexatious complaints)

Unacceptable demands

• Asking our staff to act inappropriately. This may be by expecting us to omit legal requirements or contravenes our code of conduct and professional regulation.
• Placing us in a conflict of interest
• Expecting unrealistic outcomes ( this may be expecting us to complete work in an unrealistic amount of time)

Persistence

• Excessive calls or emails
• Refusing to accept advice
• Repeating previous conversations
• Not giving us enough time between calls and emails to  carry out the work before calling and emailing again
• Sending us emails and then calling us several times to check if we have received the email despite being advised on the first call that we have received the email and that we are waiting for a solicitor to review it and respond
• Not complying with identity, source of funds and source of wealth checks where they are necessary for the transaction to proceed. This includes the behaviour from gifted depositors who refuse, delay or obfuscate these checks

If we encounter any of these behaviours we will warn our client(s) that should the behaviour continue we will terminate the instructions.

If after a warning has been received, the unacceptable behaviour continues we will write again to terminate the instructions.

When terminating the instructions we will consider whether we should raise a bill for the work carried out to date.

We will return any ID checks that have been paid for and issued to the client as well as returning any excess funds.