CLIENT RELATIONS DEPARTMENT AT ASK MONTGOMERY ADVOCATES
§1. Complaints Procedure
We are committed to providing services of the highest standard to all our clients. However, if something goes wrong, we ask that you inform us about it. This enables us to maintain high standards and continuously improve the quality of our client service.
In most cases, we are able to resolve concerns at an early stage without the need to initiate a formal procedure.
If you wish to submit a complaint, please contact us in the first instance by sending the details of your complaint by email to:
info@askmontgomery.co.uk
with the word “Complaint” in the subject line.
§2. What happens after a complaint is submitted
Once a complaint has been submitted, we will acknowledge receipt — within 3 days of receiving it we will send an email confirmation together with a copy of this procedure.
Your complaint will then be formally referred to our Client Relations Department at Ask Montgomery Advocates, where it will be handled with the utmost care and professionalism.
Our team will conduct a thorough review of all relevant correspondence, documentation, and circumstances surrounding the matter to ensure a fair, transparent, and comprehensive assessment. We are committed to maintaining the highest standards of client service and will keep you informed of progress.
Following completion of the review, we will provide a written response to your complaint together with our position within 10 working days.
§3. How long do I have to confirm an invoice as valid and undisputed?
Statutory guidance published by the Cabinet Office indicates that confirming an invoice as valid and undisputed should take no more than 7 calendar days from receipt. According to this guidance (as a model contractual term), in the event of undue delay — meaning failure to confirm the invoice within this timeframe — the invoice may be regarded as valid and undisputed.
More information: https://www.gov.uk/invoicing-and-taking-payment-from-customers
§4. Information Clause – Invoicing and Contract Formation (Law of England and Wales)
§4a. Moment of contract formation
Under the law of England and Wales, a contract does not need to be in writing in order to be legally valid.
A contract is considered formed when:
a) an offer has been accepted (in writing, verbally, or by conduct), and
b) consideration exists (for example an obligation to pay or to provide a service).
Evidence of contract formation may include in particular:
– a signed agreement,
– confirmation by email, WhatsApp, or message,
– acceptance of an offer,
– commencement of services,
– payment or a deposit.
§4b. Timeframe for providing a written contract
As a general rule, the law of England and Wales does not impose a mandatory deadline for providing a contract in written form.
§4c. Timeframe for issuing an invoice
The law of England and Wales does not impose a general obligation to issue an invoice within a specific timeframe in B2B relationships, unless otherwise agreed by the parties.
In commercial practice, invoices are typically issued:
a) after the service has been provided, or
b) in accordance with an agreed payment schedule, or
c) in advance as an upfront or advance invoice.
§5. Immediate termination of cooperation
Ask Montgomery Advocates reserves the right to immediately terminate cooperation, without any obligation to refund payments made, where a client breaches the standards of proper conduct in the client–staff–office relationship, in particular where the client:
– uses abusive, vulgar, or insulting language towards staff,
– demonstrates a lack of respect towards staff or firm representatives,
– makes threats, engages in intimidation, or harassing behaviour,
– sends persistent, excessive, or disruptive correspondence,
– insults or defames the office or its staff in any form,
– remains in payment default for services provided.
§6. No refund of payments
Where cooperation is terminated due to reasons attributable to the client, payments made are non-refundable as they cover administrative costs, staff time, allocation of resources, and work undertaken in preparation for and during the handling of the matter.
Legal basis
This provision reflects the principle of freedom of contract under the law of England and Wales, under which parties may determine termination conditions and settlement rules following termination, provided such terms are clear, proportionate, and disclosed prior to entering into the contract.
Client Relations Department
info@askmontgomery.co.uk
