Sensitive to local cultures

With a strong belief that the sustainable growth and overall success could be provided with the integration of applicable knowledge and experience with the local conditions, Bıçak Law is committed to act with social responsibility awareness in addition to its reliable, transparent and honest attitude in all activities.

Acting in harmony with universal values and ethical principles, sensitive to local cultures and traditions, constitute the basic principles of our quality policy. Adopting this approach, we have been making relentless efforts for continuous improvements in the processes of our service quality.

Needs and expectations

Our quality policy is to have a successful practice by providing a standard of service that consistently satisfies the needs and expectations of our clients. We are committed to providing a good standard of service to all clients and all staff share the responsibility of ensuring we achieve this.

We treat our clients fairly and with respect. In all cases, we will

• explain to the client, record on the file, and confirm in writing any limitations or conditions on what we can do for them, e.g. because of the way their matter is funded,
• have proper regard to their mental capacity or other vulnerability (e.g. incapacity, duress or disability) when taking instructions and during the matter,

consider whether a conflict of interest is present or has arisen.

We tailor our client care arrangements according to the needs of each client to ensure that the information we provide is appropriate. For every client we consider:

• whether they are used to dealing with law firms,
• to what extent our standard engagement letter is appropriate or whether further steps need to be taken to make sure they understand it,
• whether they are in a position to make informed decisions,

whether they are vulnerable.

Enquiries from potential clients will be dealt with in accordance with our New Enquiry Procedures policy. We will exercise the same level of care in relation to potential clients as we do for actual clients.

Protecting Client’s interests

We will provide services to clients in a manner that protects their interests. This includes ensuring clients are in a position to make informed decisions about:

• the services they need
• how their matter will be handled, and
• the options available to them.

Each head of department will ensure that we have the adequate resources, skills and procedures to carry out a client’s instructions in a competent and timely manner that takes account of their best interests.  Heads of department will review all new matters each week to ensure compliance with these requirements.

Lawyers will give their information such as name and status (i.e. attorney, trainee attorney, etc) to clients and tell them the name and status of the person with overall supervision of their matter.

Level of service

Lawyers will agree an appropriate level of service with clients, e.g. agreeing how they will update the client on progress (i.e. by letter, email or telephone) and how often. We will explain our responsibilities and those of the client. This will be recorded on the matter file and confirmed to the client in writing.

Lawyers will ensure that a timely response is made to telephone calls and correspondence from the client and others.

Lawyers will ensure that the case strategy for a matter is always apparent on the matter file.  In complex matters, a project plan should also be developed.

File maintenance

Lawyers will ensure that the status of the matter and the action taken can be easily checked by other members of staff. Lawyers will maintain all key information on the file. File maintenance includes;

• letters, emails and other communications to and from the client
• attendance notes or other records of information
• a record of all explanations given to the client, and
• a record of any steps taken to protect the client’s interests
• all costs and funding information and updates
• all other documents relevant to the matter.

Engagement letter

We will discuss our fees and funding at the initial client meeting, over the phone or by email/letter and then confirm our discussion in writing (unless already covered in the email/letter exchange). Our engagement letter  covers the key costs and funding information that we are required to give to clients.

We will provide the best information about the likely overall cost of the client’s matter at the outset and when appropriate as the matter progresses. General costs information should include:

• our projected fees
• expected disbursements (including whether disbursements attract VAT)
• whether rates might increase during the period we are to be instructed
• whether we will charge if the matter does not proceed, e.g. where the sale of a property falls through
• whether the client has a potential liability for another party’s costs
• how often you will provide costs updates

whether the client has set an upper limit on costs.

We will agree and record payment terms with each client, especially how and when costs are to be paid, unless these fall within our standard terms of business in the engagement letter.

Informed decisions

Clients must be in a position to make informed decisions and to do cost-benefit risk analysis about:

• the services they need
• how their matter will be handled, and
• the options available to them.

To make such decisions, the client will need to know how much our services are likely to cost. We will discuss whether the potential outcomes of the client’s matter are likely to justify the expense or risk involved.

Confidentiality

We have a legal and regulatory duty to protect clients’ confidential information. The protection of confidentiality is a fundamental feature of our relationship with clients. This duty continues after the end of the retainer and even after the death of a client. All members of staff, including support staff and consultants, owe a duty of confidentiality to clients. Everyone must keep the affairs of clients confidential (including bills) unless:

• disclosure is required or permitted by law,
• the client consents.

We will ensure we are satisfied that any external provider has taken all appropriate steps to protect clients’ confidential information.

Equality & diversity

We encourage equality of opportunity and respect for diversity in our relationships with clients and others. We will not discriminate unlawfully or victimise or harass anyone, including clients, and must provide services to clients in a way that respects diversity. We will not discriminate unlawfully when accepting or refusing instructions. This means that we will not discriminate on the grounds of:

• age
• disability
• gender
• gender reassignment
• marriage and civil partnership
• pregnancy and maternity
• race
• religion or belief
• sexual orientation.

We will make reasonable adjustments to ensure that disabled clients are not placed at a substantial disadvantage and will not pass on the costs of adjustments to these clients.

We review our Quality Policy annually.

We provide information and/or training to all staff on any changes we make, and we publish any updates on our website.