Mills Chody - solicitors LLP

 

Client Care Guide

We have produced this guide to give you a better understanding of the firm, its structure and the basis upon which we provide legal services. Whether you are a new or an existing client of the firm, our aim is still the same: to provide you with a quality service at reasonable cost. Whatever your legal problem, we will always try to deal with it promptly and efficiently.

Introduction
Office Opening Hours
Who has Responsibility for Your Matter ?
What we Aim To Do
How you can Help Us


Introduction

Because different areas of the law demand different skills and attitudes, each legal adviser works within one of the firm's different divisions. These are:

Commercial Property
Residential Property
Matrimonial & Family Law
Wills Trusts Probate & Tax
Civil and Commercial Litigation
Commercial, Company & Employment Law


Office Opening Hours

Our offices are open from 9:00am through to 5:30pm each weekday.

Our offices do not close for lunch but between 1:00 pm and 2:00 pm you will find reduced staffing.

When the offices are closed, a telephone answering service is available if you wish to leave a message.

Our Residential Conveyancing Departments in Harrow and Pinner both offer a no appointment "drop-in any time" service (save between 1:00 pm and 2:00 pm), which client’s often find extremely helpful during the course of a property transaction and in particular in the run up to exchange of contracts or completion.

We operate an appointments system which we consider the most efficient way of ensuring that our customers can see the solicitor of their choice or the fee earner who has the conduct of their transaction with a minimum of waiting time.


Who has Responsibility for your Matter ?

The partners usually handle the most substantial and complex cases. Partners are supported by assistant solicitors, trainee solicitors, senior legal executives and executives. The solicitors and executives have personal responsibility for individual matters that they deal with under the supervision of the partner in charge of the department in which they work.

It is important that you know who has responsibility for your particular matter. It is also important that you know what status each person has within the firm. We will advise you of this in writing when we are instructed.

You can speak to anyone of our staff if you have a legal problem and do not know whom to approach about it. The person you speak to will refer you to the most appropriate person to deal with the case, bearing in mind its complexity and the cost implications to you. You can be assured that you will receive the right level of service in the most cost-effective way.

During the course of your case, if the person who has day to day responsibility for your matter is not available, please feel free to contact any other legal adviser in their department who will endeavour to assist you or alternatively your fee-earner’s secretary who will take a message and arrange for your call to be returned at the earliest opportunity.


What We Aim to Do

We have already outlined our aim to provide a quality legal service at reasonable cost. Your matter is important to you and it will be treated by us as equally important. In order to provide a quality service we have to set ourselves targets. We aim to meet those targets at all times, but it has to be appreciated that there may be reasons outside our control which may prevent us from doing so.

We aim to act upon any correspondence within 3 working days.

We aim to deal with any telephone calls within 24 hours.

At the outset we will confirm your instructions in writing and advise you what action we will be taking and, if possible advise you of the approximate time the matter will take.

We will give you the best information we can as to the likely costs involved and how and when these will be met. During the matter we will keep you informed of progress. If you wish, we will send you copies of any correspondence, but you should remember that this could increase the amount of our costs.

We will advise you of any unforeseen delays and explain the reasons. We will explain the effects of any important documentation or procedure.

We will advise you if a costs forecast needs revising.

At the end of your matter, we will write to confirm the conclusion of it and explain any continuing consequences.

We will render our bills as promptly as possible and account to you for all monies due to you without undue delay.


How you can Help Us

  • Please give us clear instructions and tell us if there are any important time limits.
  • Ask us if you are not sure of anything. It is important that we understand each other correctly throughout.
  • Deal promptly with any important questions that may arise.
  • Keep in regular touch. Do not be afraid to ask for a progress report if you are worried about anything or you do not hear from us when you expect to do so.
  • Tell us if you are moving or if you are going to be unavailable for some time. Please give us details of forwarding addresses and telephone numbers. Much of our work involves deadlines and time limits, and if we are unable to contact you prior to a time limit expiring, the consequences could be very serious.
  • Help us plan our working day. Unless it is urgent, please write or email rather than telephone. Make an appointment if you want to see someone. Remember, avoid unnecessary calls and appointments: the more time we spend talking to you or writing letters, the more it will cost. Should you wish us to call you aboard or on your mobile phone we reserve the right to add that to our costs.