Walters and Company
58 Brook Street,
DX: DX 28902, Sedgley
Telephone: 01902 661400
Facsimile: 01902 674337
Online Booking: You can enquire about, or book,
any hearing by E-mailing us at email@example.com
TERMS & CONDITIONS and STATEMENT of SERVICE
- treat you fairly and with respect;
- communicate with you in plain language;
- review your matter regularly;
- advise you of any changes in the law that affect your matter; and
- advise you of any reasonably foreseeable circumstances and risks that could affect the outcome of your matter
- provide us with clear, timely and accurate instructions
- provide all documentation and information that we reasonably request in a timely manner, and
- safeguard any documents that may be required for your matter, including documents that you may have to disclose to another party
We do not hold client money in our Bank.
Walters and Company is authorised and regulated by the Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN (the SRA).
This means that we are governed by a Code of Conduct and other professional rules, which you can access on the SRA’s website( www.sra.org.uk ) or by calling 0370 606 2555
Professional Indemnity Insurance
We have professional indemnity insurance giving cover for claims against the firm. Details of this insurance, including contact details of our insurer and the territorial coverage of the policy, can be inspected at our office or made available on request.
To comply with our regulatory obligations and the terms of our professional indemnity insurance, we may disclose relevant documents and information to insurers, brokers and insurance advisers on a confidential basis.
Storage and retrieval of files
After completing the work, we will be entitled to keep your papers and documents while there is still money owed to us for fees and expenses. Thereafter, we will keep your file, papers and documents for up to 6 years, except those papers you ask to be returned to you. We are a paperless office which means we will store your file electronically only, apart from original documents which we will return to you. We store files on the understanding that we can destroy them 6 years after the date of the final bill.
We use your personal data primarily to provide legal services to you, but also for related purposes including:
- conducting checks to identify you, verify your identity and screen for financial or other sanctions
- gathering and providing information required by or relating to audits, enquiries and investigations by regulatory bodies
- complying with professional, legal and regulatory obligations that apply to our business
- ensuring business policies are adhered to, eg policies covering security and internet use
- operational reasons, such as improving efficiency, training and quality control
- ensuring the confidentiality of commercially sensitive information
- statistical analysis to help us manage our practice, e.g. in relation to our financial performance, client base, work type or other efficiency measures.
- updating and enhancing client records
- preventing unauthorised access and modifications to systems
- preparing and filing statutory returns
- ensuring safe working practices, and monitoring and managing staff absences and staff access to systems and facilities
Our use of your personal data is subject to your instructions, the EU General Data Protection Regulation (GDPR), other relevant UK and EU legislation and our professional duty of confidentiality.
- what personal data we collect about you and how that data is collected
- how, why and on what grounds we use your personal data
- who we share your personal data with
- where your personal data is held and how long it will be kept
- your rights in relation to the personal data we hold or use
- the steps we take to secure your personal data
Prevention of money laundering and terrorist financing
We are required by law to confirm satisfactory evidence of the identity of our clients and, sometimes, people related to them. On the basis we only act as agent for other firm's clients, we reasonably assume that all necessary verification has been undertaken to verify a client's identity prior to us receiving instructions.
We shall not be liable for any loss arising from or connected with our compliance with any statutory obligation which we may have, or reasonable belief we may have, to report matters to the relevant authorities under the provisions of the money laundering and/or terrorist financing legislation.
The information and documentation you provide us is confidential and subject to legal professional privilege unless:
- we advise you otherwise during the course of your matter
We cannot absolutely guarantee the security of information communicated by email or mobile phone. Unless we hear from you to the contrary, we will assume that you consent for us to use these methods of communication.
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, w e have a written procedure that sets out how we handle complaints. It is available upon request. We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman. If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman to consider the complaint. Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority .
What do to if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
If your client is privately retained, then we will invoice you at an agreed rate (either at an hourly rate or a fixed fee) which will be agreed with you when we accept instructions.
Bills should be paid within 30 days. We may charge interest on overdue bills at the Statutory Rate.
You have the right to challenge or complain about our bill. Please see the ‘Complaints’ section above for details of how to complain about our bill.
If your client has the benefit of a Public Funding Certificate, then we will undertake your client's hearing on a Public Funding basis, claiming our fee on the basis of the Family Advocacy Scheme. We will claim our fee direct from the Legal Aid Agency. We will supply you with our provider number at the conclusion of the hearing when reporting back to you, and will advise you of the amount to be allocated to us on CCMS. We will claim our fee direct from the Legal Aid Agency within seven days of our fee being allocated online.
Equality and diversity
We are committed to promoting equality and diversity in all our dealings with clients, third parties and employees.
Any dispute or legal issue arising from our Terms of Business will be determined by the law of England and Wales, and considered exclusively by the English and Welsh courts.