Our objective is to provide the optimum service to all our clients. This Charter is your guide to what to expect from your solicitor in terms of customer care.

A meaningful and true partnership with you

Your solicitor has various duties to you, our client. However, your solicitor can only give you the best advice and service if the information you give them is accurate and complete.

We will

  • Put your interests first when representing you
  • Be courteous in our dealings with you at all times
  • Comply with all relevant ethical standards
  • Help you achieve your objectives with advice that is appropriate, practical and focused
  • Make sure that your expectations are realistic and advise you what is achievable and what is not
  • Make every effort to explain things in clear simple language
  • Agree with you the type of service you can expect to receive
  • Tell you who will be handling your work
  • Explain what the cost is likely to be
  • Keep you informed of costs so that you can work out if a particular course of action is cost effective
  • Respond to your letters, emails and phone calls within a reasonable time
  • Tell you about any relevant developments and update you on progress as work proceeds
  • Give you a clear bill which shows the work done and the amount charged
  • Treat you fairly and not discriminate against anyone because of race, religion, sex, sexual orientation, disability or membership of any ethnic group
  • Keep what you tell us confidential and refuse to act for anyone else if doing so could compromise that confidentiality
  • Avoid any potential conflicts of interest and advise you of same

Other legal and professional duties may occasionally affect the ability of your solicitor to meet these standards. For example, the legal duty to release information about money laundering or our duty to the court may override the duty of confidentiality or the duty to put your interests' first.

What to do if you have a complaint

If the service you experience from O’Rourke Reid does not meet with the standards set out in this Charter, we ask you to

  • Please tell the person who is handling your work
  • If you are not satisfied with the response, please contact that person’s Department Head (you will find this information on this website)
  • If the person is a Department Head or you are still not satisfied with our response, please contact Mr. John Reid, our Managing Partner.