1. OUR AIM
We aim to complete your work, in line with your instructions, with speed and efficiency. Your help is needed if our aim is to be achieved and we will from time to time ask you to submit documents and information. You agree to do this and to keep us informed promptly if your circumstances change for the better or worse.

We will let you know the name of the fee earner who will be responsible for your case and the assistant/s who will help the former. We will keep you fully informed on the issues involved and progress of your case.

2. WE AGREE TO
a) Act in your best interests. This will be subject to our obligations to act in accordance with the rules laid down by The Law Society and Legal Services Commission in some areas.

b) Give the best advice that we could offer. This will include levels of risk and costs to you.

3. YOU AGREE TO
a) Give clear instructions for us to act effectively.
b) Not to ask us to act unprofessionally
c) Not to mislead us by giving wrong information.
d) Cooperate during the full course of your case.

4. CONFIDENTIALITY
The information you give us and any documents containing such information that you give us is confidential. This is, however, subject to our obligations under the Law. Depending on the type of information we will have to share it with the concerned authorities. An example of this is information concerning money laundering and in this matter we cannot notify you of our actions.

5. PAYMENTS
The total cost for your case including our fees will be decided after speaking to you at your first meeting. The details of the arrangements you accepted will be confirmed in our first letter to you. We will ask for a payment on account at the start of your case and subsequent requests would depend on the disbursements made from your initial payment. Charging of VAT will be notified to you.

6. COMPLAINTS/CONCERNS
If at any time you feel that matters are not being attended to as said before you should raise it first with the fee earner. The fee earner will do his best to resolve the matter. However, if you continue to be not satisfied you should refer it to Mr. S. Sathananthan, Principal Solicitor and Director of the firm who has the responsibility of addressing such matters. You are free to ask for the firm’s Complaints Procedure and please refer it to make any complaint.

If Mr S. Sathananthan is unable to resolve matters to your satisfaction, you then have the right to refer the matter to the Consumer Complaints Service at:

Solicitors Regulation Authority
Ipsley Court
Berrington Close
Redditch B98 0TD

T: 0870 606 2555
E: info.services@sra.org.uk
http://www.sra.org.uk