Our Client Care Policy
At SFS Legal we recognise the importance of client satisfaction and the need to deliver excellent client care.
Our Service to You:
We will at all times:
- Provide you with details of the level of service you will receive
- Represent your best interests at all times
- Give you clear legal advice which you can understand
- Ensure that you understand what you are undertaking (including the risk of success or loss) and the costs involved
- Keep your business and personal information confidential
- Keep you informed of progress and provide you with updates as developments occur
- Only charge you what has been agreed in writing
- Deal with your questions and queries promptly
- Return your telephone calls on the same day or have someone tell you why the person dealing with your matter cannot and when your call will be returned
- Reply to your letters or faxes within two working days
- Reply to your emails within 24 hours
- Ensure that your matter is dealt with in a timely manner
Your Dedicated Case Handler
Your client care letter will name the person responsible for your matter and his or her position within SFS Legal. If that person is not a Director, the letter will name the Supervising Director. Should it prove necessary to refer you to another person, we will inform you immediately of the change and the reason for it.
Costs
Your client care letter will set out our fee and/or the method of its calculation. According to the nature of your matter, our fee may be:
- A fixed fee
- A fee based on the sum of money involved, or
- A fee based on an hourly rate for the time involved
Where we quote on an hourly rate, we will try to give you an estimate of the likely final cost. For lengthy cases, particularly those involving litigation, it can be difficult to give such an estimate at the outset. In this event we will advise you when pre-determined levels of cost have been incurred at three-monthly intervals.
We may require payment to be made on account of any expenditure we incur on your behalf.
Payment of invoices is due upon presentation. Interest is payable at 3% above our banks base rate on any unpaid sums.
Feedback
We welcome feedback and comments on our services. If you have any serious concerns which you would like to raise, you can contact our CEO Shameer Sacranie.
Additional Information
- Where we hold money for you, interest may be payable by us under the Solicitors Accounting Rules
- SFS Legal is regulated by Solicitors Regulation Authority in the conduct of investment business
- Under the Money Laundering Regulations 1993, we have certain statutory duties including the right to require proof of your identity
Confidentiality
- All members of SFS Legal are bound by law and professional standards to keep all information concerning clients and their work strictly confidential. We take this obligation very seriously
- SFS Legal is registered under the Data Protection Act and, in accordance with modern business systems, stores some information on computer. By using this website you agree to comply with our Privacy Policy and Terms of Use
