Clients Servicing Standards

INYURPOLIS Law Firm places particular emphasis on regular improvement of quality of our services and compliance with national and international legal ethics and client servicing standards.

Client servicing standards

1. New Client

1.1.  If an inquiry from a new client comes in (telephone call, e-mail, fax, letter, etc.) the attorney that receives such an inquiry must notify the potential client within the same business day about the following:

• confirmation of receiving the inquiry;
•  what services we can provide to the client in respect to his/her inquiry;
•  fee arrangement (hourly rates, fixed fee, contingent fee) and other payment terms and conditions (payment due dates, advance payments, etc.);
•  if the firm does not accept the case for any reason, the responding attorney is obligated to refer the client to a different law firm or an attorney who is able to render the necessary services;
•  additional information and/or documents.

1.2. The client must be provided with the following information within 5 business days after contacting the firm:

• who is/are the attorney(s) in charge of the client's case/project;
• case/project calendar work plan (case/project calendar);
• approximate case/project budget (fees and other expenses that the client may bear).

2. Correspondence

• The attorney in charge of the client's case/project must reply to any letter, e-mail or fax within one business day; if a letter, an e-mail or a fax are received after 2 p.m., it must be replied to no later than 2 p.m. of the next business day.
• If the attorney temporarily has no access to his/her correspondence, the attorney or the department secretary must notify the client about that in a timely manner or present the client with an opportunity to contact another attorney.

3. Informing the Client 

• The attorney must regularly inform the client about the progress in the case/project or the lack thereof; how frequent and in what form the attorney ought to inform the client must be coordinated with the client in advance; in case if any new circumstances or developments occur, the client must be informed about them immediately.
• If the attorney expects to be late for a meeting with the client for more than 10 minutes, s/he must call the client to rearrange the meeting for a later time and/or date.
•  After a meeting/conference with the client or other persons regarding the client's case/project the attorney must draft the minutes of the meeting/conference and send them to the client; the minutes must contain the matters that were discussed and the adopted decisions on them.
• A draft of any document must be presented to the client no later than 2 business days prior to it being signed.

4. Transferring and Obtaining Documents

• The attorney must accept and/or surrender any documents according to the document content list. A copy of such a document content list must be submitted to the client.
• When receiving any documents from the client or documents related to the client's case/project, the attorney must notify the client about that within one business day.

5. Incoming Calls

• The attorney is not to turn off his/her mobile phone and in cases when s/he cannot accept telephone calls, s/he must turn on his/her answering machine (voice mail), readdress telephone calls to the department secretary or send a standard SMS containing information on how to reach him/her.
•  If circumstance do not allow to accept a telephone call from the client, the attorney must call  the client back as soon as it becomes possible.