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Client Care Charter

1. Introduction:

The information set out in this Charter is provided to you in accordance with the Rules of Conduct and Client Care for Lawyers of the New Zealand Law Society ("Law Society").

2. Client Care and Services:

The Law Society client care and service information is set out below. We aim to meet or exceed these client care and service requirements at all times. Whatever legal services your lawyer is providing, he or she must:

  • Act competently, in a timely way, and in accordance with instructions received and arrangements made;
  • Protect and promote your interests and act for you free from compromising influences or loyalties;
  • Discuss with you your objectives and how they should best be achieved;
  • Provide you with information about the work to be done, who will do it, and the way the services will be provided;
  • Charge you a fee that is fair and reasonable and let you know how and when you will be billed;
  • Give you clear information and advice;
  • Protect your privacy and ensure appropriate confidentiality;
  • Treat you fairly, respectfully, and without discrimination;
  • Keep you informed about the work being done and advise you when it is completed;
  • Let you know how to make a complaint and deal with any complaint promptly and fairly.

The obligations lawyers owe to clients are described in the Rules of Conduct and Client Care for Lawyers. Those obligations are subject to other overriding duties, including duties to the courts and to the justice system. If you have any questions, please visit www.lawsociety.org.nz or call 0800 261 801.

3. Persons Responsible for Work:

The names and status of the person or person(s) who will have the general carriage of or overall responsibility for the services we provide for you are set out in our letter of engagement.

4. Fee:

The basis on which fees will be charged and details of when payment of fees is to be made is set out in our Terms of Engagement. We may deduct from any funds held on your behalf in our trust account any fees, expenses, or disbursements for which we have provided an invoice. A copy of our Terms of Engagement accompanies this Client Care Charter.

5. Professional Indemnity Insurance:

We hold Professional Indemnity Insurance cover that meets or exceeds the minimum standards specified by the Law Society. We will provide you with particulars of the minimum standards upon request.

6. Lawyers Fidelity Fund:

The Law Society maintains the Lawyers Fidelity Fund for the purposes of providing clients of lawyers with protection against pecuniary loss arising from theft by lawyers. The maximum amount payable by the Fidelity Fund by way of compensation to an individual claimant is limited to $100,000.

Except in certain circumstances specified in the Lawyers & Conveyancers Act 2006, the Fidelity Fund does not cover a client for any loss relating to money that a lawyer is instructed to invest on behalf of the client.

7. Complaints:

We pride ourselves on our relationships with our clients and aim to exceed our clients' expectations. However, we recognise that even with the best intentions on both sides issues may arise from time to time and we therefore maintain a procedure for handling any complaints by clients, designed to ensure that a complaint is dealt with promptly and fairly.

If you have a complaint about our services or charges, you may refer your complaint to the liaison director in our firm who has overall responsibility for your work. If you do not wish to refer your complaint to that person, or you are not satisfied with that person's response to your complaint, you may refer your complaint to another director in our firm. He/she may be contacted as follows:

  • By letter at PO Box 1382, Shortland Street, Auckland 1140;
  • By email at general@claymore.co.nz;
  • By telephone on +64 9 379 3163

The Law Society operates the Lawyers Complaints Service and you are able to make a complaint to that service. To do so, phone 0800 261 801 and you will be connected to the nearest Complaints Service Office, which can provide information and advice about making a complaint.

8. Limitations on Extent of our Obligations or Liability:

Any limitations on the extent of our obligations to you or any limitation or exclusion of liability are set out in our letter of engagement.

Claymore Partners

Phone: 09 379 3163
Fax: +64 9 379 3164

Level 2
Claymore House
63 Fort Street

PO Box 1382
Shortland Street
Auckland 1140

© Copyright 2019
Claymore Partners Limited