Client Care Policy
Harvey Ingram recognises the importance of quality service and particularly the principle of client care.
Quality of Service
We will respond to your requirements. This means:-
- A professional approach to solve your legal solutions
- A prompt response to all telephone calls, e-mails and correspondence
- Informing you of the progress on your file and important dates to remember in relation to your matter
Personnel
Your Engagement Letter will name the person responsible for your matter and his or her position within the firm. If that person is not a Partner, the letter will also name the Supervising Partner. 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 engagement letter will set out our fees. For Biker Resolve cases we will typically proceed with your case on a “no win – no fee” basis or by utilising any Legal Expense Policy that you may hold.
In certain cases (for example, untraced drivers’ claims against the Motor Insurers’ Bureau) we will charge a contingency fee, typically limited to 25% of your damages.
We will provide you with an estimate of the likely fees that we will charge and will provide a full explanation as to the “no win – no fee” agreement before entering into such an agreement with you.”
Feedback
We welcome feedback and comments on our services. If you have any serious concerns which you would like to raise, you can contact either Frank Whale or our senior partner, Stephen Woolfe at our Leicester Office on +44 (0)116 254 5454.
Additional Information
- Where we hold money for you, interest may be payable by us under the Solicitors Accounts Rules.
- Harvey Ingram is regulated by The Solicitors Regulation Authority in the conduct of investment business.
- Under the Money Laundering Regulations 2007, we have certain statutory duties including the right to require proof of your identity.
Confidentiality
- All members of the firm are bound by law and professional standards to keep all information concerning clients and their work strictly confidential. We take this obligation very seriously.
- Under ISO9001 requirements, we have adopted administrative procedures which are designed to promote efficiency and quality of service.
- Harvey Ingram is registered under the Data Protection Act and, in accordance with modern business systems, stores some information on computer. By accepting our Terms of Engagement, you are deemed to have accepted this practice.
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