Our Approach To Quality Client Service
- First contact:
Whenever a client or a prospective client first meets with us, we; Seek to establish a full understanding
of the matter and the objective of the client. If we are unable to take instructions we make it known At the
The matter may be one where we feel our level of experience may not be adequate in which
event we'll readily suggest names of senior or experienced practitioners for him to try. There may also be a
conflict of interest or it may be a claim against an existing client. It is however not our policy to reject
instructions merely because the brief may not be as lucrative in returns.
- Terms of Engagement:
Where we take instructions the client will be issued with our terms of Engagement which will form the basis
upon which we'll work. The terms will cover areas such as fees, payment and complaint, document handling and
As early as possible, we'll give the client an indication of the legal issues to be resolved and the scope of
our advisory work. We will discuss the client’s requirements as to timetable, witness statements, supporting
evidence and communication.
We except clients to call us at any stage to discuss progress and obtain clarification on any stage.
We have a team of messengers who deliver documents within the town center during working house. For out of town
deliveries we use reputable firms of couriers.
At our first meeting, we will discuss a timetable with the client and take note on any specific deadlines which
will have to be met. it is our objective to meet all feasible deadlines and to progress matters as quickly and
efficiently as possible.
- Our Office Hours:
We work form Monday to Fridays from 7.30a.m to 5.30 p.m. However, our lawyers often work outside these hours
and our office is usually open every Saturday between 8.OOa.m and 1.OOp.m. with at least one support member of
staff. We are also flexible and either of the partners is always on call to attend to urgent matters.
- Our Charges:
Where the matter is one that is covered by the statutory scale of Advocates fees, then that will invariably be
the applicable fees. In the matters not directly covered by the scale fees, unless we believe that a client is
entirely familiar with the legal costs likely to be associated with a particular matter, fees will always be
discussed and agreed upon an an early stage. All revisions of fees necessitated by the complexity of or the
erstwhile unforeseen developments in the brief shall also be communicated to the client and his view will always
be taken into account.
- Status Reports:
We issue our clients with periodic reports on the status of their suits which includes a brief of the work
done so far and the next cause of action.
We require a client to make an initial deposit on the likely level of fees and disbursements. A full account
of the deposit will be given. Such sums are paid into a separate client account and are held for the mater to
which the deposit relates. Money held on account is not transferred to our own office except in accordance
with strictly defined rules and procedures, and normally only when a fee-note is sent to the client or when
disbursements are incurred. We will render interim bills on a periodic basis. Our charges are calculated on
the basis that the fee-note will bepaid by a client promptly on receipt.
Value Added Tax at the standard rate is payable on legal fees and on some disbursements, except in limited circumstances.
- At The End Of The Matter:
When a matter is concluded we wifi report on the outcome and explain any further action which may need to be
taken. After accounting for any outstanding moneys we will normally return all original documents to our client
and place our file in store for six years.
- Professional Indemnity Cover:
This Firm has taken out a Professional Indemnity Cover in the sum of Kenya Shillings Two Million Only
Ksh. 2,000,000 issued by the reputable firm of Ms CHARTIS LIMITED (Formerly known as AIG Insurance