Standard terms of business

Your Quotation
We give fixed fee quotes for some of the more straightforward matters, such as conveyancing, wills, and divorce. Quotes are valid for one month from the date of the quote. Expenses, other than our fees, are subject to any changes which may occur before expenditure. We reserve the right to make an additional charge if there is exceptional work involved. This does not happen often and we would warn you before getting into that situation.

Where it is difficult to estimate the amount of work involved at the outset, for example in litigation, divorce finance, or commercial leases where the extent of the landlord’s interest is not known, we will provide estimates of our costs and an hourly charging rate. The estimate might cover the entire transaction (for example, obtaining probate and winding up the estate) or it might be for a particular step (for example, sending a letter to a debtor and reporting on the result). Sometimes we will offer a budget, (eg “we will do up to £500-worth of work before notifying you further”) if there are no obvious benchmarks to estimate to. Estimates are also valid for acceptance for one month from the date of the estimate. We usually ask for money on account of charges and disbursements (payments to third parties, eg Counsel or the land registry) and make interim charges. This helps us keep our fees low. We try to update our estimates as matters progress to keep you informed.

Charge out rates
Philip J Palmer, Partner: £150 + VAT per hour
Lesley A Palmer, Partner: £150 + VAT per hour
Caroline Mahoney, Consultant: £135 + VAT per hour
Phillip A Barnes, Trainee £90 + VAT per hour

These can be varied at any time. We will give you fair warning before increasing rates.

Proceeding with your case
We will always agree with you the next steps to be taken. Normally we will confirm your instructions in writing along with timescales and relevant deadlines.

Identity check
Like all solicitors we perform an identity check on all new clients. If you are able to come in that it is a convenient way to do it. Call us to arrange an appointment or to discuss other methods of dealing with the identity check requirements.

The documents we will need to see for you are two of the following:
1. Passport
2. Driving licence
3. Recent utility bill showing your current address (gas, phone, Council tax etc)
4. Firearms licence
One of these should be a photo-ID ie 1,2 or 4. Most people use 1&2.

Investments
If during this matter you need advice on investments, we may have to refer you to someone who is authorised by the Financial Services Authority. We are not authorized by the Financial Services Authority. However, we are included on the register maintained by the Financial Services Authority so that we can carry on insurance mediation activity, which is broadly the advising on, selling and administration of insurance contracts. This part of our business, including arrangements for complaints or redress if something goes wring, is regulated by the Law Society. The register can be accessed via the financial Services Authority website at www.fsa.gov.uk/register. I may be able to provide certain limited investment services where these are closely linked to the legal work we are doing for you.

Complaints
We get very few complaints, but when we do we take them seriously. If you have a problem or complaint you can speak directly to the person you have been dealing with. If you would rather speak to someone else, you should speak to Mr Phil Palmer, who is our complaints handling partner (unless the complaint is about Phil, in which case you should speak to Lesley Palmer).

We will try to resolve any problem quickly and will let you have a copy of our written procedure should you ask for it.

If at the end of our procedure you are not satisfied with the result, you should contact the Legal Ombudsman on 0300 555 0333, at www.legalombudsman.org.uk or at PO Box 15470 Birmingham B30 9EB within 6 months.

Your bill
If you do not pay the whole of the bill on the due date (usually the date of the bill) we can charge interest on the outstanding balance. We can retain documents and other items belonging to you until the bill is paid. If you think you have been charged too much you should use our complaints procedure as above.

If you do not agree with your bill you have a right to object to it and to apply for an assessment of the bill under Part III of the Solicitors Act 1974.

Cooling-off period
If you instruct us by correspondence; under the distance contract legislation you have the right to cancel this contract within 7 working days after you accept our quotation. If you do that you will have to pay the any expenses already paid out but nothing else. If you cancel our retainer after that time, you will have to pay for the work done until that point.

File storage
We will retain your file for 6 years. After that we will destroy the files to save space.

Hours of business
Our normal opening hours are Monday to Friday 9:15am to 5:30pm.