Client Communication Policy
Connection and communication with our clients is one of our core values at Chenoweth Law Group (CLG). We strive to provide great service in a timely manner. As with any business, there is ebb and flow in our work, and sometimes when we are working on a time-sensitive assignment for our clients or preparing for a hearing or trial, we cannot respond to every communication as quickly as at other times. This Client Communication Policy outlines what you can generally expect from us in terms of how and when we communicate.
Like most firms, we communicate via telephone, video conference, email, and mail. We do not generally communicate via fax, but if that is what you need, please contact the paralegal assigned to your matter, and we will make that happen.
We do not communicate with clients via social media, text messages, or other instant messaging services.
To communicate most effectively and protect our clients’ confidentiality, we have the following communication policy:
Telephone and Email
We respond to client telephone messages and emails according to the order in which they are received and the urgency of the matter. We try to respond to non-emergency calls and emails within 2 business days. We ask clients to leave a detailed message regarding specific questions or concerns, as this helps us in prioritizing our calls and responses more efficiently. If you have an emergency issue that needs urgent attention, please contact the paralegal assigned to your matter for expedited treatment.
We ask that you schedule an appointment in advance if you need to meet in person or by video conference with one of our attorneys or staff members. If you cannot attend a scheduled appointment, please call and either cancel or reschedule your appointment as soon as possible. If you are late to an appointment, we may have to cut it short or reschedule the appointment.
Status Updates and Check-Ins
Once you become a client at CLG you will receive a welcome email. That email contains important information about who is working on your legal matter and whom you need to copy on all of your emails with the firm. Because we always work as a team, failing to copy everyone assigned to your matter may delay our response.
After receiving your welcome email, you will receive two client service/quality control check-ins from client service staff. You should receive the first one about 30 days after we open your matter via phone and the second about 60 days after that via email.
Our attorneys or paralegals should provide you with a status update via email at least once a month to keep you informed about your matter and upcoming events. You can also expect to speak with one of the attorneys assigned to your matter by phone, video conference, or in-person meeting about every 60 days.
Aside from these general time frames, we communicate with our clients about important developments regarding their matter (such as when a motion is filed), to obtain input and approval regarding a letter or other out-going communication, or after an important phone call with an opposing counsel, witness, expert, or co-party.
We also provide updates when we deliver or receive important documents regarding your matter. We generally send clients copies of all substantive documents exchanged with opposing parties, courts, arbitrators, mediators, witnesses, experts, and co-parties (e.g., letters, emails, motions, court decisions, court dates, requests for production, etc.).
Some clients want more frequent communication, and we are always happy to customize our communications with our clients if it is feasible. For example, some clients want a weekly phone check-in at a particular day and time. If you feel like you would benefit from more structured or frequent communication, please let the paralegal on your matter know.
We ask our clients to gather and provide any documentation requested by our office in a timely manner. Please always communicate with a paralegal before compiling documents or delivering them to our office. Proactive communication with our attorneys and paralegals regarding client documents, especially when responding to a request for production of documents, is beneficial for all.
Your Communication With Us
Here are some simple, but important, rules for communication with us:
1. Do not communicate with us from any non-secure email (such as your work email) or phone. This can waive your attorney-client privilege as to our communications, making them discoverable in litigation or in response to a subpoena.
2. You can also waive your attorney-client privilege by copying a third-party on an email or other written communication to the firm, or by sharing any of our communications with a third party. If you have a question about who is considered a third party versus an agent who may be part of your litigation team, consult with your CLG attorney(s) before proceeding.
3. Please be respectful and mindful in your communications with our attorneys and staff. We understand situations requiring legal representation can be stressful. We are on your side and want to achieve the best possible results for you.
This Client Communication Policy applies only to our clients who have retained the services of Chenoweth Law Group. The term “our clients” means the persons or entities whom we have agreed in writing to represent in a legal matter. We will not treat an employee or family member (e.g., spouse, parent, child, domestic partner, or fiancé) as a client unless they have become a co-client by signing a joint representation agreement with CLG.
Prospective clients: We do not give legal advice to businesses or individuals who are not our clients. If you wish to become a client, please complete an inquiry form and contact our office to discuss your interest in our services.