Terms of Engagement
Membership and Professional Standards
The Taylor Lucas Partnership Limited (the Company) is a full member of the Institute of Professional Willwriters (IPW) and operates in accordance with the IPW Code of Practice. Copies of the Code are available free of charge from us or directly from the IPW (Trinity Point, New Road, Halesowen, B63 3HY) via their website, email or telephone. Any concerns about non‑compliance with the Code should be addressed to the IPW. Purpose of These Terms The purpose of these terms of engagement is to explain your rights and obligations, and the rights and obligations of the Company. This agreement is governed by English law, and any dispute will be resolved by the courts of England and Wales.
Definitions We Use
When we use the words “we” , “us” , “our” or “firm” in these terms, we are referring to the Company. “You” and “your” refer to our client, and “Client” means the person or people using our services. “Matter” means any specific transaction in relation to which you ask us to provide services, and “Services” refers to the legal products and services we provide in connection with that matter. When we say “writing” or “written” , this includes emails as well as letters. When we refer to our “Website” , we mean www.taylorlucas.co.uk.
About the Taylor Lucas Partnership
The Taylor Lucas Partnership Limited is a legal services firm registered in England and Wales under Company No. 13283455. Our registered office and trading address is First Floor, Unit 7, Morston Court, Cannock, Staffordshire, WS11 8JB, UK. Your relationship is with the Company itself, not with any individual member or employee. Our advice is based on our understanding of the law, practice and procedures at the date of your agreement with us, and we cannot be responsible for any consequences arising from future changes. We maintain professional indemnity insurance of £2 million and public liability insurance of £5 million to cover claims and losses arising from any negligent act by us or our employees.
Our Services
We are obliged to give you the best advice for your circumstances. In some cases this may involve recommending additional products or services, provided at an extra cost either by the Company or by another firm we recommend. You are under no obligation to take up any product or service, but we may ask you to sign a disclaimer if you choose not to follow our advice or act in a way that is contrary to it. The Taylor Lucas Partnership Limited is a legal services firm and not a tax specialist. We can provide basic information but, where necessary and with your permission, we may refer you to a suitable tax specialist. Likewise, we are not a financial services specialist or planner; we can provide general information and, if appropriate, introduce you to a financial services professional for more detailed advice, again with your consent.
Fees and Charges
Our fees for services and products are set out in a separate price list. Our standard will Writing service is free of charge for those who meet the qualifying criteria, for example certain employees of our partner organisations in the private and public sectors. Our fees do not include expenses or payments to third parties (known as “disbursements”). Where possible, these will be billed or invoiced at the same time as the other work we carry out on your behalf. We reserve the right to make an additional charge where a document needs to be produced as a matter of special urgency. If we make any error or omission, the cost of correcting it will be borne entirely by the Company. We will provide advice free of charge in matters relating to this transaction for its lifetime. We may, however, withdraw from a transaction if we are unable to complete it in whole or in part. If we do so, we will write to you immediately and you will not be liable for any fees.
Your Instructions
The quality and suitability of any advice or documents we provide depend on the honesty and accuracy of the information you give us. We cannot be responsible for any consequences arising from inaccurate or incomplete information. Where we are instructed by joint clients, such as spouses, partners or co‑habitees, you agree that, unless and until we are told otherwise, instructions from one of you will be treated as instructions from both. You will be asked to provide sufficient evidence of identity so that we can confirm who you are and comply with anti‑money laundering regulations. We reserve the right to charge our normal fees if you request amendments to any document after it has been completed and approved by you, unless you are a client who subscribes to our Secure Document Storage service, in which case those amendment charges will not apply.
Timescales
Once we have all the information we need from you, we aim to: Send draft documents within 5 working days. Have final documents ready for signing within 10 working days. If we cannot meet these timescales, you may renegotiate this agreement or cancel it without any obligation to pay fees (where applicable). If you have not provided the information we need within 28 days, you may become liable for half of any applicable fees at that point, which will be deducted from your final invoice.
How We Use Your Information
We collect personal information from you during meetings, calls, correspondence and via our website so that we can provide our services and manage your matter properly. We use this information to: Carry out our obligations under this agreement. Provide information, products or services that may be of interest to you (with your consent). Meet our accounting and record‑keeping requirements. We normally keep client files for up to 6 years after your matter has finished or after you tell us in writing that your documents have been revoked, whichever is earlier.
Sharing and Protecting Your Data
We may share your personal information with trusted partner firms who help us deliver our services, and we require them to apply appropriate data protection safeguards. We may also disclose information if required by law, to prevent fraud, or if the Company or its assets are acquired by a third party. We will not share your personal information with anyone else without your specific permission. Your information is held securely, and we take your data protection rights seriously. You have the right to: Ask for a copy of the personal information we hold about you. Object to certain types of processing (though this may affect our ability to provide services). If you have concerns about how we handle your data, please contact our Data Protection Officer. If you remain unhappy, you can raise a complaint with the Information Commissioner’s Office (ICO).
Complaints Procedure
If you are unhappy with any aspect of the service provided by the Company, you should first contact the adviser or case officer handling your matter. If you wish to make a formal complaint, you should write in the first instance to the Company’s Head of Estate Planning, Stephanie Orton, at info@taylorlucas.co.uk. We will acknowledge your complaint within 5 days of receipt and investigate the circumstances fully. We will then write to you with the outcome of our investigation within 56 days. If the outcome is not in your favour, you may then contact the Institute of Professional Willwriters (IPW), which operates an Alternative Dispute Resolution (ADR) scheme to consider complaints. Please note that you must first raise your complaint with the Company before you can access the IPW ADR scheme. These complaints procedures do not affect your right to seek any other form of redress.
Your Right to Cancel
You have the right to cancel this agreement in writing within 14 days of the date of the agreement. If notice of cancellation is received within this 14‑day period, you will not be charged for any instructed work. This is known as the cooling‑off period. You may also cancel after the 14‑day period has passed. However, unless the cancellation is due to a delay on the part of the Company, you will be liable for half of any applicable fee for work instructed but not completed, and the full fee for any work completed before the date of cancellation. To cancel this agreement, please write to the Customer Engagement Department, The Taylor Lucas Partnership Limited, Unit 7, Morston Court, Cannock, Staffordshire, WS11 8JB, or email info@taylorlucas.co.uk. To help us process your request, please include your full name, address, case reference number and a brief reason for cancelling. We will acknowledge receipt of your cancellation in writing within 7 days.
Early Instruction to Start Work
If you wish, you may ask us in writing to begin work on your documentation before the 14‑day cooling‑off period has ended. This can only be done once you have provided full and accurate information to the best of your knowledge.
Withdrawal of Service
The Company reserves the right to withdraw its services completely if a client cancels appointments on more than two occasions at any stage of our process. If this happens, we will confirm our decision to you in writing. We also reserve the right to withdraw our services if a client does not respond to or acknowledge correspondence for a continuous period of 28 days. If this applies, we will again confirm our decision in writing.
Important Note
It is important that you read and understand these terms. If there is anything you do not understand, or if there is any term you do not wish to agree to, please contact the Company so that we can discuss it with you.