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Client Code

  1. Introduction
    1. We aim to provide you with a quality service in order to establish a good and lasting working relationship. With a view to this, we have set out in this Code our commitment to our clients as well as some other important information which explains our policies and practices. We would ask you to read it through carefully. If you would like any further details in any respect, please do not hesitate to contact us.
  2. Our Commitment
    At the outset we will confirm in our Proposal to you:
    • The scope and programme of work
    • The lead investigator responsible for the project together with any additional technical experts
    • The data and information required to carry out the programme of work
    • Our best estimate of the duration of the project
    • Our quotation
  3. During the project we will:
    • Keep you informed of progress
    • Let you know if there are any delays and explain the reasons for them
    • Advise you if anyone else becomes part of the project team
  4. At the end of the project we will:
    • Provide a Technical Report (if agreed within the scope of work) detailing the work undertaken and the conclusions derived
    • Advise you if you need to take any further action at that time or in the foreseeable future
    • Render our account as promptly as possible
  5. How you can Help Us
    Your co-operation is vital to your project reaching a successful conclusion. You agree that you will:
    • Give us complete and clear instructions
    • Provide all relevant data and information when you instruct us or as soon as possible thereafter
    • Advise us if you have any time limits or a timetable in mind
    • Advise us immediately of any changes to the scope of work and/or input data
    • Ask us if there is anything you are unsure about
    • Pay any money we ask you for promptly
  6. Fees and Expenses
    When you instruct us:
    • We will provide a quotation based solely on the information and data available to us at the time of the proposal that assumes the timely supply of appropriate data
    • We shall set out how our fees are calculated
    • Any work not specifically covered in the scope of work will be excluded from the costs and timing
    • Further charges may be incurred to cover any additional work not envisaged in our scope of work. Charges may also be incurred to cover additional work carried out due to inaccurate or inappropriate data that results in remodelling or re-analysis
  7. During the course of the project:
    • Invoices will be submitted monthly in arrears to assist your cash flow. The invoice will cover the work completed during the month
    • We reserve the right to suspend work or terminate our instructions on a particular project if any interim bill is unpaid
  8. At the end of the project and generally:
    • All bills must be paid within 30 days. If this is not done, interest will be charged in accordance with clause 4 of our Terms of Business
    • If you anticipate any difficulty whatsoever about paying our fees, please tell us straight away so that we can discuss with you how such difficulties may be overcome
    • Any variations to the Terms of Business with respect to payment must be agreed in writing
  9. Papers
    • Our files contain a mixture of items, some of which legally belong to you and others that belong to us. Normally for the sake of completeness, we will retain the
      complete file following the conclusion or completion of a project
    • We will keep files for as long as we, in our absolute discretion, decide. If you require papers to be kept by us for a specific period, you must give us notice when the project to which those papers relate is completed
  10. Complaints
    We are confident that the service we provide will not give you cause for complaint. However, in the unlikely event that this should happen, the following procedure should be adopted:
    • Mention your grievance first to the person looking after your project. If you are still unhappy after that, you should speak to the Managing Director. Your complaint will then be investigated and you will be contacted to discuss the issue
    • We suggest that you put your concerns in writing in order to avoid any confusion
    • It goes without saying that we will apologise to you if your complaint is found to be justified

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