Laing & Co

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 Client Care Policy

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             It is a regulatory requirement of all practising Solicitors to send to all Clients a communication in writing giving information about costs and complaints procedure (Rule 15 of the Solicitor’s Practice Code).

 

Laing & Co goes further than the strict legal requirements. Every new client is sent a Client Care letter that sets out:

 

· Details of anticipated costs to be incurred with respect to new Instructions.

 

· Confirmation, if agreed, of the Maximum Fee that will be incurred with respect to specific Instructions.

 

· Details of the timing of payments  and a maximum ‘credit limit’ of the Client if appropriate.

 

· A detailed Complaints Procedure (see below).

 

 

The Client Care Letter will address:

 

· The specific Instructions accepted by Laing & Co

 

· The agreed costs basis for fulfilling initial  Instructions

 

· The anticipated costs of fulfilling Future Instructions (if relevant)

 

· Complaints Procedure

 

 

The Complaints Procedure of Laing & Co is as follows:

 

If an issue arises, of any nature, which causes a Client concern, whether relating to the fees of Laing & Co or the general conduct of Laing & Co, in the first instance the Client should raise the matter with Adrian Laing informally and we should seek to resolve such issues professionally and amicably. In the event that we cannot reach a satisfactory resolution you should then write to me formally.

 

If the dispute continues and cannot be resolved despite our best endeavours, then you should write to the Law Society either to the Legal Complaints Service or (for more serious matters) to the Solicitors Regulation Authority. Further details relating to the duties and powers of the Law Society can be accessed from the Law Society’s official website: www.lawsociety.org.uk.

 

 

Laing & Co, London, July 2008

 

 

Laing & Co is regulated by the Solicitors Regulation Authority