Terms of Business

These Terms of Business explain how Mangrio Zafar Solicitors works with clients, how we provide legal services, how fees and costs are handled, and what clients can expect when they instruct us.

They should be read together with any client care letter, engagement letter, quotation, estimate, or written agreement provided by the firm. If there is any difference between this general page and a specific client care letter, the client care letter will usually take priority for that particular matter.

This page is written to give clients clear information before and during their matter. It is not intended to replace tailored legal advice or the specific terms agreed for an individual case.

Client care and communication

We aim to provide clear, professional and practical legal advice. At the start of a matter, we will explain who will be responsible for your file, how we expect the matter to progress and how we will communicate with you.

We will normally communicate by email, telephone, video call, letter or in-person appointment depending on the needs of the matter and your preferred contact method. Where a matter is urgent, we will explain the most suitable way to communicate quickly and securely.

• We will explain the likely steps involved in your matter.
• We will keep you updated on important developments.
• We will explain legal issues in clear language where possible.
• We will tell you if the likely cost or timescale changes significantly.

Scope of work

The scope of our work will depend on the instructions we accept and the type of legal matter involved. The work we agree to carry out will usually be set out in writing, either in a client care letter, fee agreement, quotation or other written confirmation.

If you ask us to carry out extra work that is outside the original scope, we may need to agree additional fees, revised timescales or updated terms before continuing.

We may decline to act or stop acting where we cannot properly represent you, where there is a conflict of interest, where required checks cannot be completed, where instructions are not provided, or where fees remain unpaid.

Fees, estimates and costs

We will explain how fees are calculated before work begins. Depending on the matter, fees may be fixed, capped, hourly or based on a specific written estimate.

Some matters are straightforward and can be quoted clearly at the beginning. Other matters, particularly contested disputes, litigation, immigration matters, probate, employment disputes or cases involving third parties, may change as the matter develops.

• Fixed fees may apply where the work is predictable and clearly defined.
• Capped fees may apply where there is a limit agreed for a specific stage.
• Hourly rates may apply where the amount of work cannot be accurately predicted.
• Disbursements are third-party costs, such as court fees, search fees, expert fees, barrister fees or official charges.

VAT may be charged where applicable. We will explain whether VAT applies to your matter and whether third-party costs are expected.

Payments and money on account

We may ask for money on account before starting work or before incurring third-party costs. This money is usually held and then applied towards fees, VAT or disbursements as the matter progresses.

Bills should be paid by the date stated on the invoice. If payment is not made, we may pause work, decline to continue acting or take steps to recover unpaid fees.

We will never ask you to transfer money to a different bank account by unexpected email without proper verification. If you receive any unexpected payment request, contact us by telephone before making payment.

Confidentiality and data protection

We treat client information confidentially and handle personal data in accordance with data protection obligations. We may need to share information with third parties where necessary for your matter, such as barristers, courts, experts, government bodies, regulators or professional advisers.

We may also be required to disclose information where required by law, regulation, court order, professional obligation, anti-money laundering rules or other legal duties.

For more information about how personal information is handled, please read our Privacy Policy.

Files, documents and storage

We may keep copies of documents and correspondence relating to your matter. Some documents may be stored electronically, while others may be stored physically where necessary.

After a matter is closed, we may retain files for a period required by law, regulation, insurance, professional rules or legitimate business reasons. After the retention period ends, files may be securely destroyed or deleted.

If you require original documents, you should tell us as early as possible. We may need to verify your identity before releasing documents.

Ending our instructions

You may usually end your instructions to us by telling us in writing. We may also stop acting where there is good reason, including where instructions are not provided, fees are unpaid, required checks cannot be completed, or continuing would breach legal or professional obligations.

If our instructions end, you will remain responsible for fees, VAT and disbursements incurred up to that point, unless otherwise agreed in writing.

Complaints and concerns

We aim to provide a high standard of service. If you are unhappy with any aspect of our service, you should raise the concern as soon as possible so we have an opportunity to review it and respond.

Complaints may relate to service, communication, delay, fees or the handling of a matter. We will explain how complaints are reviewed and how you can escalate the complaint if it cannot be resolved.

For more information, please read our Complaints Procedure.

Frequently asked questions