We value timely communication and work hard to keep matters moving. However, excessive email traffic impairs our solicitors’ ability to do legal work. This policy sets clear standards for how lenders and brokers should communicate with our staff to ensure maximum speed and efficiency.
Core principles
- No more than one chase per business day, per matter. Please avoid sending multiple “just following up” messages on the same day about the same matter, especially about the same subject. We create a ticket for every email and get to it as soon as we can. Sending multiple chasing emails is like pressing an elevator button multiple times: it won’t make the lift come any faster.
- Combine your queries. If you have several queries or documents on the same matter, collect your thoughts and combine them into one message rather than separate emails.
- Do not ask us for information already on your file. Before emailing, please check your file (including previous email threads, attachments, instructions, and checklists). If we have already provided it, it is unfair to ask us to dig something up which you could find yourself. It also slows us down.
- Use CC sparingly and tactically. Only copy the special counsel or solicitor with conduct of the matter. If we are not copying a solicitor or paralegal to you then that means they have nothing to do with your matter. Escalation to management is for genuine emergencies only. If there is an issue requiring escalation to Tracey Becker, Lesa Bransgrove, or Matthew Bransgrove, do so only where immediate risk exists (e.g., same-day settlement jeopardy, fraud/identity concerns). Do not escalate to apply pressure on the special counsel with conduct. Don’t copy us on every email between the broker and lender. Only copy on a need-to-know basis.
Urgent and exceptional circumstances
We understand that urgent scenarios arise (e.g., same-day settlement risk, fraud/identity concerns, imminent expiry of a funding window). In these cases:
- Call us in addition to your single consolidated email so we can triage appropriately.
- Our turnaround expectations and any urgency fees are set out on our Document Turnaround Times page. Please review those timeframes when planning instructions.