How we do it
At the outset
Your matter controller will you advise you at the outset of the matter of their usual working days and hours and provide you with all their contact details, including email address and direct dial details, together with details of who else will be assisting on the matter that you can contact in their absence.
Throughout your matter
Subject to your matter controller not being on annual leave:
Calls – if your matter controller is unavailable and you need to leave a message, on the same day, someone will return your call, to either deal with your query or give you an indication as to when your matter controller will be able to contact you if the call is made within usual working hours. Your matter controller will aim to return your call within 48 hours.
Emails – you will receive an email acknowledging receipt of yours within 24 hours and a full response within 3 working days.
Letter – you should expect to receive a response to written correspondence from your matter controller within 10 working days.
Annual leave – you will be advised in writing/by email if your matter controller is going to be away from the office on annual leave for more than 3 working days. You will be told the date of their last working day in the office, the duration of the absence, the date on which they will be returning to the office and who you should contact in their absence for urgent matters. This notification will be provided at least 3 days prior to the annual leave starting.
At the end of your matter
We will acknowledge receipt of payment of our final bill and confirm we will be closing your file, by email or by letter.