Clients' Charter

At Farleys we pride ourselves on the standard of service and legal advice we give to all our clients.

As part of the continual improvement of our services Farleys have introduced a Client Charter setting out our commitment to you:

General Principles

• We will give you clear legal advice you can understand and confirm it in writing.
• We will agree with you in advance the level of service you need.
• We will at all times represent your interests.
• We will keep your business confidential.

Your Case

• We will discuss what you hope to achieve and agree with you in writing what would be a realistic result.
• We will make sure you understand any risks involved in following your instructions.
• We will keep you informed of the progress of your case and any cost relative to benefit issues.
• If there is likely to be no action for a period, we will explain why and when you are likely to hear from us next.

Communicating With You

• We will endeavour to reply to your letters within 5 working days. If we need to provide a detailed reply, we will acknowledge receipt of your letter within 3 working days and let you know when you can expect our detailed response.
• We will return your telephone calls on the same day or explain why this is not possible, in which case we will tell you when we will return your call.
• If you have access to the Internet, we will if you wish, communicate by email.

The Cost Of Legal Services

• We will let you know if you qualify for public funding via the Legal Services Commission and explain how this will affect you and your case.
• We will only charge what we have notified you of in writing in advance.
• If we cannot fix a fee, we will notify you of the basis of our charges and will normally provide you with an estimate of the likely total costs.
• If we cannot give you an estimate of total costs, we will:
• Give you a general forecast, with a possible range of costs;
• Explain why a forecast is not possible but indicate costs for each stage of the matter; or
• Set a cost limit and review date.
• We will give you a written update of costs, at least every 6 months. (Including VAT and any money we have paid to others for you, such as a Barrister or expert witness).