Robinson Wilson Solicitors (RWS) Client Care Terms & Conditions
Your Matter

Thank you for choosing Robinson Wilson Solicitors regarding your matter. This form sets out the terms of the retainer; Robinson Wilson Solicitors advice is set out below. You should read this form
carefully and agree to the terms.


You can expect a high standard of service and we shall always act in a professional manner.
Should your contact details change, during this retainer, you should update me accordingly. If you have any developments in your matter you should contact me, if you receive any letters regarding your matter you should also contact me straight away.
We have the facility to communicate by email and my email appears on the top of this letter. If you have provided us with an email address, or contact us by email, we will assume that you are happy for us to use it when we write to you. We may also, at our discretion, use email to communicate with others in connection with your case. Please alert us to any unusual circumstances or particularly confidential information for which email would not be appropriate. We shall not be held responsible for any unauthorised disclosure of information that may arise without fault on our part.
I will update you as your case progresses, I shall send you copies of letters I receive about your matter from third parties. I shall also keep you informed about any changes in the law and how it will affect your case where necessary. Please note that you do not need to chase the fee earner for updates on your case as we shall update you when we have relevant updates. Should you contact our offices for unnecessary updates we shall charge you a fixed fee of £25.00 plus VAT, per call.

Data Protection

Please note that we shall not disclose your information to any party or organisation without your prior consent. We ensure that our organisation treats personal information lawfully and correctly. On complication of case your file shall be held for 6 years, after which point it shall be destroyed.

On occasion we will have independent file reviews from Hackney Community Law Centre to ensure that the work we are conducting is in line with the policies set out by the Law Society and the Solicitors Regulation Authority. If you do not wish to have your filed reviewed by Hackney Community Law Centre, let us know in the first instance.


We endeavour to resolve your matter as soon as possible.

• For welfare benefit we believe that your matter will take at least 3-12 months to resolve.
• For cases against the Department of Work and Pensions(DWP), we cannot guarantee that they will respond within a set time frame. The DWP do have back log of cases and sometimes take up to 6 weeks to reply. We would therefore ask for your patience in these matters.


Should you have any concerns about the service that you have received please contact Mrs Williams in the first instance and I will endeavour to address your concerns quickly and professionally. Should you have further concerns and wish to make a further complaint you can do so by contacting Owens Stevens Solicitors; they will consider your complaint and address your concerns. Alternatively, you have a right to contact the Legal Ombudsman. You have 6 years from the date of the act or omission to report a complaint to the Legal Service Ombudsman and may do so via the contact details below;

Owen Stevens Solicitors
28 Downs Road
Clapton, Hackney
E5 8DS

Telephone: 0208 986 7555

Legal Services Ombudsman
PO Box 6806

Telephone: 0300 555 0333

Limitation of Liability

The firm maintains professional indemnity insurance in the event of a claim. However, the firms liability to you under this retainer or otherwise for negligence, breach of contract or otherwise is limited to £2,000,000.


The matter which you have instructed us to deal with is a private matter. This means that the fee is private.

• The fee for welfare benefit consultation is £180 (VAT included) per welfare benefit matter.
• The fee for other consultations is £300 (VAT included).

You will not be charged any more for the work listed below. The fee covers the following work:

• This client care and advice letter setting out the advice provided in the consultation.

if there is addition work which must be carried out in relation to your case which does not cover the work listed above, we WILL need to charge an additional fee. We will contact you to discuss this.

You shall have to pay for disbursements, for example, requesting a housing file under a subject access request, will cost £10. You will also have to pay for Barrister’s fees, certifications, special delivery and photocopying over 10 sheets. We will notify you in advance of any disbursements that must be paid. Details to pay disbursements will be found on your invoice.

If you request a consultation, this will be charged at £175 plus VAT for 30 minutes. If you request a telephone conference this will be charged at £175 plus VAT for 30 minutes.

If you would like any further work or advice outside of this retainer there will be an additional fee, please contact me providing your new instructions.

Any further letters and advice you wish to receive from Robinson Wilson Solicitors will be charged at an additional fee. If any bill is unpaid, we may be entitled to charge interest on the unpaid balance and or terminate this retainer. Please note if you are paying your fee in instalments there will be an administration charge of £25 per instalment, e.g. if you have 3 instalment payments you shall have to pay a total of £75 administration charge in addition to our fee.

If your matter involves a court hearing, we will charge for additional court appearances, as per our current price list.
Were your matter includes a court hearing and your case is resolved successfully before the hearing, the fee that you have paid is not refundable. This is because the fee is a fixed fee and not an hourly rate.

Legal Aid and Legal Help Scheme

As a private practice we do not have a contract with the Legal Service Commission, therefore we cannot provide assistance under the Legal Help or Legal Aid Scheme. You may be able to get Legal Aid for a Housing Matter or Welfare Benefit Matter, through your Local Citizens Advice Bureau, Law centre or Legal Aid Solicitors firm.


You can terminate the retainer. You must inform the Solicitor’s with conduct of your case and give good notice. If you do terminate the retainer and we have carried out work in your matter we cannot return the fee. This is because the fee is a fixed fee and not an hourly rate.
We can terminate the retainer only with good reason, for example (this list is not exhaustive):
1. Where there is a break down in trust and confidence.
2. If you instruct another solicitor or advisor while we are still instructed.
3. If you do not tell us the full facts of your case and as a result our advice is compromised.
4. You or anyone acting on your behalf verbally or physically abuses members of staff
5. Threatening behaviour.
6. Your invoice is unpaid and or disbursements are unpaid.
7. We cannot obtain your instructions
However, we hope that this does not happen.

Proceeds of Crime Act 2002

The Proceeds of Crime Act 2002 requires solicitors to submit a report to the National Crime Agency in any case where the solicitor has reasonable suspicion that money laundering is taking place. Money laundering is handling or dealing with criminal property, that is money or property which is the product of any crime. Typically, this might involve the proceeds of benefit fraud (e.g. working while on benefit) or tax evasion. It is a criminal offence for a solicitor to fail to make a report in such circumstances.

You should be aware, therefore, that if you disclose to us information in the course of giving us instructions or we receive information or documentation which gives us reason to suspect money laundering, (e.g. tax is being or has been evaded or benefits are being or have been claimed fraudulently), by you or any person or body involved in your case, then we will have to make a report to the National Crime Agency.


Advice to follow shortly.

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Regulated by the Financial Conduct Authority FRN 649741. Regulated and authorised by the Solicitor Regulation Authority Regulation no 394912
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