Client Charter

Our commitment to you.

This is a paragraph containing 30 words. It is about the right amount to get some basic information across without taking too much space or being uninviting to the reader.

1. Client Care and Service

Whatever legal services your lawyer is providing, he or she must:-

  • Act competently, in a timely way, and in accordance with instructions received and arrangements made;
  • Protect and promote your interests and act for you free from compromising influences or loyalties;
  • Discuss with you your objectives and how they should best be achieved;
  • Provide you with information about the work to be done, who will do it and the way the services will be provided;
  • Charge a fee that is fair and reasonable and let you know how and when you will be billed;
  • Give you clear information and advice;
  • Protect your privacy and ensure appropriate confidentiality;
  • Treat you fairly, respectfully, and without discrimination;
  • Keep you informed about the work being done and advise you when it is completed; and
  • Let you know how to make a complaint and deal with any complaint promptly and fairly.

 

2. Persons Responsible For Your Work

The names and status of the person or persons who will have responsibility for the services we provide you will be set out in an initial letter of engagement when we commence any legal work for you.

3. The Basis of our Charges

The basis on which our fees will be charged is set out in our firm’s standard Terms of Engagement and / or our initial letter of engagement to you when we commence any legal work for you.

We may deduct from any funds held on your behalf in our Trust Account any fees, expenses or disbursements for which we have provided an invoice.

4. Professional Indemnity Insurance

We hold Professional Indemnity Insurance that meets or exceeds the minimum standards specified by the Law Society.  We will provide you with particulars of the minimum standards upon request.

5. Lawyers Fidelity Fund

The Fund exists to provide compensation of up to $100,000.00 per claimant for clients who suffer a pecuniary loss in certain circumstances. These circumstances are the theft by a lawyer of money or other valuable property entrusted to that lawyer while they are providing legal services to the public or while they are acting as a solicitor – trustee.

It should be noted though that the Fund will not pay compensation in respect of moneys instructed to be invested unless they are funds invested in a Bank in New Zealand, or in some private loans such as family loans.

6. If You Have a Complaint

We have a procedure for complaints to ensure any problem is dealt with promptly and fairly. If you feel comfortable, please direct your complaint to the person in our firm who you have been dealing with. If you don’t feel comfortable approaching this person, please contact the following people by telephone on 06 368 9239 or emailing:

Doug Rowan (Director) [email protected]
Rebecca Ellery-Winchcombe (Office Manager) [email protected]
If your complaint is of a Privacy nature please contact Hannah Cope (Privacy Officer) [email protected]

If you are not satisfied with the outcome, you have the right to take the matter up with the New Zealand Law Society which runs a complaints service. The New Zealand Law Society may be contacted by writing to PO Box 5041, Lambton Quay, Wellington 6145.

7. Limitations on Extent of Our Obligations of Liability

Any limitations on the extent of our obligations to you or any limitation or exclusion of liability are set out in our Terms of Engagement and / or any initial letter of engagement to you.

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