The Law Firm Group
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Beware of this firm and vulnerable clients
write to you with a formal complaint as to the handling of my account. As per your Complaint Handling Process I expect a response within 8 weeks. When I initially spoke with the firm, I asked for a set fee quote due to shortage of funding. It was not explained to me that you did not do fixed fee and in fact your terms of business (6.2) state that you do, on occasion offer fixed fee assignments. The implication of funds on account was not explained at all. The precise nature of the amount requested further confirmed to me this was a fixed fee arrangement. There were no terms of business shared at this stage. On first contact with yourself I was very clear I was short on funds and explained my situation and we discussed how that money be saved for the next hearing. At no point did anyone contact me to say the account was going over the initial fee agreed. The fee almost tripled without any warning.. This is not what was agreed or discussed at any point. I am staggered it could build to such a huge amount without warning or discussion. I am shocked this was allowed to happen without any check with me, especially as it was known I’d need a loan to cover any further costs and this has now left me in significant debt. Furthermore, I was informed of this overspend 24 hours prior to the court hearing and left knowing that if I didn’t pay immediately I would be unrepresented. The emails sent were intimidating, with a threat of no representation. I don’t believe that this is appropriate, given the lack off communication regarding overspend, your knowledge of my financial situation or the fact that your own Terms (6.10) state that all bills be paid within 7 days - that was not the case with the demands for immediate payment I received. Whilst we had discussed the potential for taking a loan for money if we needed a further contested case in the future, it was certainly not agreed Terms of Business were then sent approximately 1 hour prior to the hearing again with the clear message that if I didn’t sign and return immediately I would be unrepresented. It is clear this was a recognition that you had not handled this appropriately and were minimising your risks. This was negligent, as I had no opportunity to read and review the document fully or query any aspects. They should have been shared with me and fully explained at the outset. In settlement of this matter, I request you: 1. Reimburse the overrun on account as I was not kept informed and asked to pay with no notice and no option. 2. Review your internal processes to ensure this does not happen to anyone else in future. All clients must have terms of business explained to them and signed at the outset, all costs communicated and agreed prior to work continuing, and not be asked to pay unexpected fees in a timescale shorter than that in your standard terms of business. This appears to be a discriminatory practice. 3. I also request you review your vulnerability policy as it is clearly unfit for purpose. They are now ignoring all my correspondence for months