Standard of Service
1 Standard of Service
Above Board Ltd aims to provide a professional and efficient service, in a timely manner. We will treat our clients fairly.
During our work , we will endeavour to:
Update you by telephone or in writing (including by email) with progress on your matter regularly;
Write to you in plain language;
Explain to you the work required as your case progresses;
Update you on the costs of your matter regularly to maintain within agreed budget;
Update you on the likely timescales for each stage and any important changes in those estimates.
Please note you will only become a private client of Above Board Ltd once the Client Information Form has been signed and returned by you and any payments on account received.
Scope of Work
2 Scope of Work
The scope of our work is set out in the written letter of engagement that will be sent to you at the outset of your matter.
The cost of our services shall be indicative of the type of work undertaken and it is normal procedure for us to provide a quotation in each instance. If there are any changes in your instructions or in the circumstances of the matter at any time these shall be reflected, as we deem fit, in an amended quotation which shall be provided to you at the earliest opportunity. In the event that we are unable to provide a quotation we shall keep you informed of the work in progress on a periodic basis or upon your request.
Our bills are payable upon receipt and we reserve the right to charge interest and other charges under the Late Payment of Commercial Debts (Interest) Act 1998
For our scale of our current charges please enquire at [email protected], or to any agreement reached, specific to your particular contract with Above Board Ltd.
Fees are payable whether or not a case is successfully concluded or completed in circumstances out of Above Board Ltd’s control, as may be the case in some instances, for certain categories of service.
In most circumstances our clients are asked to pay a retainer fee (deposit) before the commencement of any enquiry/work. In certain matters full payment may be required prior to commencement of work.
Any disbursements that we incur on your behalf are payable by you in advance, and therefore we do ask you to settle such amounts promptly, or risk delays to your case.
Payments can be accepted by the following methods:- BACS, Cash, Cheque and paypal.
In the event of written cancellation by the client of any service prior to the service being commenced, the client shall be responsible for all costs incurred by the company for administration, due diligence and file creation usually 25%. Payment of these costs becomes due immediately.
In respect to surveillance enquiries, or any other ‘pre- booked’ work, written cancellation within 72 hours will be liable to 30% of the fee quoted whilst cancellation 24hrs or less will render the full fee liable.
These terms and conditions shall be governed by English Law and any dispute arising out of or in connection with the same shall be determined by the English Courts, and for these purposes ‘written cancellation’ refers to email.
We value our customers but If you feel our service does not meet your high expectations, feel free to discuss your concerns with any of our management team.
We take all complaints seriously and endeavour to resolve any issues as quickly as possible.