- Introduction
Aston Brooke Solicitors (“ABS”) is a trading name for Business Lawyers Limited (“BLL”). BLL is committed to offering a quality service by specialist departments containing expert lawyers and experienced support staff.BLL strives to ensure that its advice is cost-effective and communicated in a manner that is appropriate for each client.
BLL is also committed to providing a truly professional service, meaning that all personnel must act with integrity in all their dealings with clients. This is in part achieved by ensuring that the firm and individuals provide legal services according to the fundamental, ethical, and professional standards expected under the SRA Code of Conduct 2011.
All personnel should at all times have regard to the mandatory principles which apply to all. Therefore, each and every employee of BLL must:
- Uphold the rule of law and the proper administration of justice.
- Act with integrity.
- Act in the best interests of each client.
- Provide a good standard of service to your clients.
- Comply with our legal and regulatory obligations, and deal with our regulators and ombudsmen in an open, timely and cooperative manner;
- Run our businesses and carry out our role in the business effectively and in accordance with proper governance and sound financial and risk management principles;
- Promote equality and diversity within our businesses and not discriminate unlawfully in connection with the provision of legal services; and
- Protect client money and assets.
- Not behave in a way that is likely to diminish the trust the public places in you or the legal profession.
- Not allow our independence to be compromised.
- At BLL, we make sure that our clients receive a client care letter that fully explains the level of service they will receive. In addition, we will name the person responsible for individual matters and their position in the practice.The client care letter will give the name of the supervisor responsible for each matter, and the name of the person who is responsible for dealing with any complaints.
- Competence
BLL will accept instructions only where it can meet its commitment to the provision of an expert and professional service to clients. Where instructions would be beyond the expertise or the capabilities of BLL they will be declined.
All heads of the department maintain lists of work that JLCO will and will not undertake; in any cases of doubt as to the ability of the firm to act appropriately for the client, the appropriate head of department should be consulted.
- Services
BLL offers the following legal services:
- Immigration
- Litigation
- No-win no-fee work
- Conditional fee arrangements
- Personal Injury
- Medical Negligence
- Commercial Property
- Conveyancing
- Wills & Probate
- Landlord & Tenant
- Employment
- Debt Recovery
- We do not offer the following services:
- Legal Aid work
- Crime
- Family Law
- Court Agency Work
- Confidentiality
All solicitors are bound by the professional rules which require confidentiality to be maintained in all dealings with clients. This means that nobody may reveal to any outsider the nature of instructions provided or advice given to any client, other than in the pursuit of the client’s instructions.
In most circumstances, it will also be inappropriate to reveal BLL is in receipt of instructions from any named client. This is particularly the case in litigation, especially crime or divorce. If you are aware that friends or other people that you know are instructing BLL it may be tempting to reveal this information to others; do not do so.
If you are ever in doubt as to whether you should reveal whether we act for a given client, or give out his, her or its address, check with a partner.
Breaches of confidentiality could cause considerable problems for the form and will usually be treated by the Partners as a serious disciplinary offense.
- Feedback
In order to continually improve our service, we actively encourage and value feedback from our clients. At the end of every matter, we send out a client satisfaction questionnaire. In addition, we monitor and evaluate client complaints to identify and address shortcomings and failings in our standard of service. Such feedback is essential to help continually gauge client perceptions of our service.
- Commitment
Clients seek legal advice for a variety of reasons, but many approach a solicitor when they are vulnerable and in turmoil, whether in their personal lives or in their business activities. Clients are entitled to expect a genuine commitment from all personnel in handling their instructions, and for BLL to attach appropriate priority to their requirements.
- Courtesy
All clients are entitled to be dealt with in a respectful and courteous manner. This will have many implications, from not keeping clients waiting in the reception area without explanation, to showing them the way to and from meeting rooms, to returning telephone calls and e-mails as a priority, and generally taking an interest in them and their problems.
All employees should show genuine concern for our clients by doing their best to help them.
- Information Provided to our Client (Client Care Letters)
A client care letter is provided to each client when a matter is opened, which details the following:
- Establishes the client’s requirements and objectives
- Provides a clear explanation of the issues involved and the options available to the client
- Explains what the fee earner will and won’t do
- Establishes a method of funding
- Agrees on an appropriate level of service
- Explains our responsibilities and the client’s
- Provides the client with the name and status of the person dealing with their matter
- Provides the client with the name of the person responsible for the overall supervision of their matter
- Advises the client of the basis of our charging
- Advises the client of likely payments which we or our client may need to make to others
- Explains to the client how they can pay (this must also be addressed in the initial consultation)
- And advises the client that original documentation will be held as a lien if costs are unpaid.
- The client care letter is sent to the client and a copy is kept in the physical file as well as on the e file for reference.
Following on from the client care letter, each client is provided with a flow chart of what the next and future steps will be. It will detail exactly what will happen throughout their matter and in what time scale.
As the matter progresses, fee earners will need to keep clients informed of any changes to the above agreements or costs. Clients should be advised if:
- The firm will receive a financial benefit as a result of accepting instructions (i.e. referrals)
- The charging rates are to be increased
- They will need to make additional payments to others
- They will be or potentially will be liable for any other party’s costs
- Record of Standing Terms of Business
At present we hold no standing terms of business with any of our clients. Fixed fees are set out in all of our client care letters when a matter begins. Should a fee earner wish to deviate away from the fixed fee for a regular client or individual this must be cleared in writing by one of the Directors, Kashif Majeed or Raman Purewal.
- Complaints Handling Written Procedure
BLL is committed to maintaining the highest quality of service. Client feedback and complaints are extremely important to us — they help us monitor and improve our service standards.
Clients will receive a client care letter when their file is opened. This letter will include:
- The name and contact details of the person to whom complaints should be directed.
- Notification that a copy of our full complaints procedure is available on request.
Where one-off advice is given (e.g., by telephone) and no file is opened, the client will be advised verbally about whom to contact in case of dissatisfaction.
A complaint is defined as any expression of dissatisfaction (whether justified or not) about the service provided by BLL or a third party instructed by BLL. Complaints may relate to:
- Conduct of any staff member or third-party providers
- Service quality
- Fees or billing
Mr. Kashif Majeed and Mr. Raman Purewal are responsible for complaint handling.
- Complaints Procedure
Clients may raise a complaint:
- In person
- By telephone
- In writing (letter or email)
All complaints must be directed to Mr. Kashif Majeed or Mr. Raman Purewal and marked “Private and Confidential.”
The Complaints Handler will:
- Acknowledge the complaint in writing within 7 working days
- Investigate the complaint by reviewing the relevant file and discussing it with any involved staff
- Provide a written response within 6 weeks of receiving the complaint
- Record the complaint in the firm’s Complaints Register
If the client is dissatisfied with the outcome, they will be advised of their right to escalate the matter to the Legal Ombudsman.
- The Complaints Handler will:-
- Acknowledge the complaint in writing within seven working days.
- Call for the case file if relevant, investigate the complaint, identify the cause of the complaint and respond to it, documenting the action taken.
- Record the complaint on the Central Register (where the complaint material will be held)
- Report the outcome in writing to the person making the complaint within 6 weeks.
- If the client is not satisfied with the conclusion of the complaints process, they will be told of their right to complain to the Legal Ombudsman, the timeframe for doing so, and full details of how to contact the Legal Ombudsman
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Limitation Period – According to the Scheme Rules, which came into effect on 1st April 2023, the Legal Ombudsman will look at a complaint if it meets the following criteria:
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- It happened within 1 year of the problem happening; or
- It happened 1 year from when you found out about it.
- You refer the complaint to the Legal Ombudsman within 6 months of our final response to you.
- Legal Ombudsman Referral – Updated Scheme Rules (Effective 1 April 2023) PO Box 6806
Clients must be informed of the following updated timescales:
You can refer your complaint to the Legal Ombudsman if you are unhappy with our final response, or if we have not resolved your complaint within 8 weeks.
The Legal Ombudsman expects complaints to be made to them:
- Within one year of the date of the act or omission being complained about; or
- Within one year from when you should reasonably have known there was cause for complaint.
You must also refer your complaint to the Legal Ombudsman within six months of receiving our final response.
Legal Ombudsman Contact Details:
Note: The Legal Ombudsman will not normally consider a complaint unless it has first been raised with the firm.
- Complaint to the Solicitors Regulation Authority
Clients should also be informed they can contact the Solicitors Regulation Authority (SRA) if their complaint relates to conduct, such as dishonesty or discrimination. The SRA does not handle complaints about poor service.
SRA contact information and guidance can be found at: www.sra.org.uk/consumers/problems
- Training
All employees will receive training on the requirements of this policy, including regular training for our existing employees, any new employees at induction, and updates following any changes to the policy.
- Monitoring and review
Raman Purewal is responsible for this policy.
All employees must be aware of and adhere to it. You may be liable to disciplinary action if you fail to comply with the provisions of this policy or related policies and procedures.
We will review this policy regularly, at least annually. We will provide information and/or training on any changes we make.