About our Service

A guide for our Clients
We want the best relationship possible between us and this webpage tells you:
Our promise to you
How you can help us
About our charges
You are welcome to contact the person looking after your matter at any time.
The office is open from 9.00am to 5.00pm each week day.

Our promise to you
We aim to reply to correspondence from you within two working days.
At the outset we will confirm in writing to you:-

  • Your instruction to us;
  • Any advice we have given;
  • The approximate time the matter will take;
  • What action we will be taking;
  • When you are next likely to hear from us;
  • What action we need you to take;
  • The best information we can give as to the likely cost and how it will be met, and
  • Any further information we need from you.

While acting for you we will:-

  • Keep you informed of progress;
  • Advise you of any delays and explain the reasons;
  • Explain the effect of any important documents;
  • Inform you if a costs forecast needs to be revised.
  • Explain any changes of staff affecting your matter, and
  • If you wish, send copies of important letters (but remember, it will cost more if you ask for copies of all letters).


At the end of your matter we will:-

  • Write confirming the conclusion of it;
  • Explain any continuing consequences;
  • Render our bills as promptly as possible;
  • Account to you for all money due to you; and
  • You can ask for any papers and property to which you are entitled, subject to our right to retain them if our bill has not been paid.

How you can help us

  • Give us clear instructions
  • Tell us if you have any important time limits;
  • Make sure we have understood each other correctly. Ask if you are not sure about anything;
  • Deal promptly with any important questions which may arise;
  • Keep in regular touch. Do not feel afraid to ask for a progress report if you are worried about anything or do not hear from us when you expect to do so;
  • Help us to plan our working day. Make an appointment if you want to see someone. Tell us if you change your address or telephone number;
  • If you have an urgent problem we will try and see you immediately or on the same day. Please try to contact us as early in the day as possible if you need urgent assistance.

About our Charges
We will be pleased to give you costs information at any time. In our letter to you confirming instructions we will give the best information we can as to the likely costs. If our letter does not do this, then ask us about it.
When taking your instructions we will:-

  • Discuss how your legal charges are to be met. We do not undertake work under the Community Legal Service Funding Scheme. If you are eligible for the Scheme and wish to make an application to the Legal Services Commission, we will not be able to take on your case for you;
  • Advise you as to whether conditional fee arrangements (“no win, no fee”) may be appropriate;
  • Explain that even if you obtain an Order for someone else to pay your costs, the amount you may recover from them may be less than the amount which you have to pay us;
  • Discuss with you whether the value of any action you might be considering taking is worth what it may well cost you in fees and expenses.


Value Added Tax (VAT) and all payments we make on your behalf (“disbursements”) will be added to our final account.
We will confirm these arrangements in writing, explain what work they cover, tell you about any other foreseeable payments which are likely to be necessary, set out our terms for payment of bills and our right to charge interest on an unpaid bill.
You can:-

  • Set a limit of costs to be incurred without further agreement with you (not the same as an agreed fee); and
  • Ask for details of what costs have been run up at any stage.

We will tell you what costs have been incurred at least every 6 months and usually ask you to pay these.
We may ask for a payment on account of our costs and disbursements, especially for Court/Tribunal work.
We may need to ask for further payments as the matter progresses. If you think your bill is too much we will be pleased to explain how it has been worked out. If you are still unhappy after that, we will explain your rights to have the bill checked by the Law Society and/or the courts.

What to do if you are dissatisfied

  • Tell us if you feel you are not receiving the service you hope for. We want to know if you are dissatisfied. We can try and put it right, and will look into it promptly and thoroughly;
  • Mention it first to the person looking after your matter;
  • If you are still unhappy after that you can complain to John Dunn or Gareth Mendus who will investigate it and contact you to talk about the problem. It will help if you put your complaint in writing (keeping a copy for yourself) explaining what action you want us to take. Afterwards we will write confirming your complaint, the discussion, and what we will be doing about it. This will be at no extra cost to you and;
  • If you are still not satisfied you can get help from the Law Society's Consumer Complaints Service. Phone their helpline on 0845 608 6565 for assistance on how to make a complaint to them, or visit the Law Society's website www.lawsociety.org.uk

OGLETHORPE & BROATCH SOLICITORS

6 Borrowdale Road, Keswick, Cumbria, CA12 5DB. DX62951 Keswick.

(017687) 72125 24 hour answerphone. Fax (017687) 74678. info@oglethorpeandbroatch.co.uk

 

 

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