How Jack Michaels works with clients

Confidentiality

Everything you discuss with Jack Michaels is treated as confidential. Information about your matter will not be disclosed to third parties without your consent, save where disclosure is required or permitted by law, court order, or professional regulatory obligations.

Conflict checks

Before accepting instructions, Jack Michaels will carry out checks to identify any actual or potential conflicts of interest. If a conflict prevents him from acting, he will let you know as soon as possible and, where appropriate, may signpost you elsewhere.

Identity verification

As a regulated solicitor, Jack is required to verify the identity of his clients. You may be asked to provide identification documents and other information before work begins. This is a legal and regulatory requirement and applies to all clients.

Scope of work

The scope of work for each matter will be confirmed in a written client-care letter. That letter will set out what Jack will do, what is not included, the basis of charging, any anticipated disbursements, and any assumptions on which the scope depends. If you would like the scope to change, please tell Jack: an amended scope and any change to fees will be confirmed in writing.

Communication standards

You can expect:

• advice provided in plain English, avoiding unnecessary legal jargon;
• a nominated point of contact for your matter;
• timely acknowledgement of correspondence, and updates as the matter progresses;
• prompt notification of any material developments; and
• an opportunity to ask questions if anything is unclear.

Where a response will take longer than usual (for example due to holidays, court commitments, or the need to consult with a third party), Jack will let you know.

Client responsibilities

To help Jack advise you effectively, please:

• provide accurate and complete information about your matter;
• provide documents and instructions promptly when requested;
• tell Jack promptly if circumstances change;
• respond to requests for information within any deadlines communicated to you; and
• pay fees and disbursements in accordance with the client-care letter.

If something goes wrong

If at any point you are not happy with the service you are receiving, please raise it early. Concerns are best addressed as soon as they arise. The formal process is set out in the Complaints Procedure.