How we do it
At the outset of your matter, your legal adviser will you inform you of their usual working days and hours and provide you with their contact details, including email address and direct dial number, together with details of colleagues that will be assisting on the matter that you can contact in their absence.
Throughout your matter
Subject to your legal adviser not being on annual leave:
Calls – if your legal adviser is unavailable and you need to leave a message, someone will return your call on the same day, to either deal with your query or give you an indication as to when your adviser will be able to contact you (providing the call is made within usual working hours). Your adviser will aim to return your call within 48 hours.
Emails – you will receive an acknowledgment of your emails within 24 hours of receipt and a full response within 3 working days.
Letter – you should expect to receive a response to written correspondence from your legal adviser within 10 working days.
Annual leave – you will be advised in writing/by email if your legal adviser is going to be away from the office on annual leave for more than 3 working days. We will notify you of 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 that we will be closing your file, by email or by letter.