Client Communications Policy

The Pratt Law Group uses the following methods to communicate directly with clients: telephone, fax, letter, email, and voice mail. In addition, when out of the office, our attorneys are able to communicate with the office though text messaging, wireless email, and cellular phone.

Our desire is to make it as convenient as possible to respond to our clients’ needs and concerns in a timely manner. Mr. Pratt would love to be available to personally receive every client call. Unfortunately, because of appointments, seminars, and court appearances outside the office, client appointments inside the office, and the solitary time required to perform important client work, Mr. Pratt is not always available to personally respond when clients call.

However, our well trained staff is able to handle most routine matters and inquiries, and for those matters requiring an attorney, Mr. Pratt tries to return all client calls on the same business day or the following day.

Usually, a Pratt Law Group staff member will be able to address your concerns and provide the information you request. Feel free to discuss your concerns with any of the staff at the  Pratt Law Group. Your call will always be held in the strictest confidence. Our team members will do their best to assist you. If your call requires a lawyer, your message will be passed on to Mr. Pratt for a prompt reply.

Email

The Pratt Law Group uses e-mail to correspond with clients who prefer to use e-mail. Someone from the firm will respond to all e-mails within 24 hours. However, we may not be able to answer your question within those 24 hours, especially if it requires some research. For those matters not billed as flat fees, all e-mails will be billed the same as phone calls. Email is checked twice each day, once at the beginning of the day, and once at the end of the day. Email and fax communications are treated with no more urgency than other communication methods. The Pratt Law Group will not send any confidential information via e-mail. Although every effort is made to ensure electronic privacy, we suggest that clients not send any questions that may be sensitive or confidential via e-mail.

Voice Mail

Voice mail is checked throughout the day. If your call is answered by voice mail during normal business hours of 8:30 a.m. to 12:00 p.m. or 1:00 p.m. to 5:00 p.m., chances are that all lines were busy and a staff member will return your call within the hour. Our staff is generally at lunch between the hours of 12:00 p.m. and 1:00 p.m., and promptly checks messages upon their return.

Urgent Communication

The Pratt Law Group will never use e-mail for urgent communication, and we ask that you not use e-mail for any urgent communications, as we cannot ensure that it will be received timely. If you need to contact us or get important information to us immediately, contact us by phone.

Timeliness

For those calls requiring action by an attorney, Darryl Pratt will make every effort to return your call on the same day. However, there are times, often due to urgent client matters or trials, when Mr. Pratt is unable to respond that quickly. The staff will do their best to inform you of these times. Please be patient and know that some client matters require uninterrupted and continuous attention, and Mr. Pratt will occasionally be unavailable for extended periods while handling such matters, just as he will be unavailable to other clients when he is handling your important matters. We appreciate your understanding when such times arise.

Clients

This policy applies only to those who have retained the services of The Pratt Law Group. Communications of prospective clients and those making general firm inquiries should not expect to be contacted on the same day, and will be responded to only when we are able to do so.

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