Client Care Information
If you decide to go ahead with our services, we will always provide you with a Client Care Letter detailing the services you have asked us to prepare and the full and final price to pay upon the signing of your documents. By us taking your instructions to start you have entered into a formal Agreement with us to provide such services.
If we are drafting documents for you, you will have 14 days to cancel our services from the date of instruction, your cancellation period will expire after 14 days.
Notice of cancellation must be made by both email to firstname.lastname@example.org (if and when applicable) and a signed letter by any and all clients who instructed their Legal Advisor sent to:
GP Grainger and Co.
38 Collingwood Street
Newcastle Upon Tyne
We have provided a template "Cancellation Letter" for your convenience (below). We ask that your cancellation letter is sent before the end of the 14th day.
Please be aware that upon cancellation any and all disbursements suffered by us in the preparation of drafting your documents will be immediately due by you upon cancellation.
Usual disbursements include a register search of your property's title deeds which amount to £3.
We also hold the right to terminate or cancel any matter with given notice and reason.
What happens if I cancel?
If You cancel within the cancellation period any and all "Third Party Costs" such as court fees, which will only be held in your file as a cheque format, will be returned to you. If these Costs have already been sent to the appropriate Third Party, we will endeavour to enquire as to whether a refund will be available in such circumstances.
As you will have requested that we begin drafting services for you, we do reserve the right to request payment for work completed up until the cancellation date. If we have fully completed the Services and/or the 14 day period has passed you will lose all right to cancel and our full fees will be due to us.
How much will I need to pay and when?
You will be informed both verbally and in writing, in your initial appointment, the price of our fees and the overall price of drafting your requested documents. These are a fixed fee and will not change from your initial appointment. Any and all spelling mistakes will not be legally binding upon us.
Once we have prepared the documents for you, you will have a delivery appointment with your legal advisor. This appointment will usually be agreed between you and your legal advisor in your initial meeting. We or your legal advisor will endeavour to contact you prior to your appointment to remind you of your appointment. In this appointment, you will read through the newly drafted documents with your legal advisor to ensure you are happy with the documents, ready for signing. These fees will be due upon the signing of your documents.
Your legal advisor will request payment from you either in person or within 7 days of signing. An invoice will be given to you for full and/or bi-monthly payment as agreed with your legal advisor. If you are paying using our online payment system you will be sent an invoice and secure online payment link to your preferred email address.
We currently offer the following as an agreed method of payment for our services, which may include but will not be limited to:
Cash in Person
If you have requested us to register your Lasting Power of Attorney document(s) with the Office of the Public Guardian you will be advised that they currently charge the maximum of £82 per document, which will be payable by you to them directly. We can offer to hold a cheque on file to send with your documents, which can be given to your legal advisor on your delivery appointment.
Our team of specialists have been trained to give their clients the utmost respect and care to ensure you are happy with our services.
However, in the same way, we do expect the same respect to be given to our legal advisors and staff. We have a no-tolerance attitude towards any and all abusive behaviour, this includes verbal, psychological, and/or physical actions towards our legal advisors and/or staff. This will include but will not be limited to behaviour which includes unwelcome, embarrassing, offensive, threatening and/or degrading language. It will also include any and all acts which provokes fear and/or verbal or physical advances or sexually explicit statements towards our legal advisors or staff. We reserve the right to refuse to act for and/or terminate any agreement without further notice if any legal advisor or staff of the company are subjected to such behaviour from a client or prospective client.
How long will my Agreement last?
Your Agreement with us will last until all the services requested and agreed with us are completed, at which point your Agreement will come to an end.
Upon completion of your Wills and/or Lasting Power of Attorney, you will be given the option to store your documents with us, in which case you will have a copy of your Wills to keep at home.
I'm not happy with my services, what can I do?
We are sure that you will be very happy with our Services, and we will always do our very best to help and assist you.
However, if you are unhappy in any way or need further assistance, please always contact us first so that we can sort your issue immediately. Our complaints procedure ensures that all complaints are handled quickly, fairly and efficiently to ensure you have peace of mind your file is in order. To contact our complaints department please email us at email@example.com using your reference number given to you in your initial appointment. If you do not have your reference number to hand please provide your full name and address so that we may access your file quickly.
Although we will get back to you as soon as possible, please allow for 14 working days to confirm receipt and to access the file of any complaint made. We will endeavour to have to your issues sorted within a maximum of 2 months from the date of file access.