Legal & Policies
Client Care Policy
1. Purpose
The purpose of this Client Care Policy is to ensure that all clients of the firm receive a professional, transparent, responsive, and high-quality legal service consistent with the Solicitors Regulation Authority (“SRA”) Standards and Regulations and the firm’s professional obligations.
This policy is intended to:
- Promote excellent client service standards;
- Ensure clients are treated fairly and respectfully;
- Maintain clear and effective communication;
- Ensure clients are properly informed regarding costs, risks, and case progression;
- Protect client confidentiality and data;
- Maintain trust and confidence in the firm.
2. Scope
This policy applies to:
- All solicitors;
- Consultants;
- Fee earners;
- Paralegals;
- Administrative staff;
- Any outsourced service providers engaged by the firm.
The policy applies to all clients and prospective clients of the firm.
3. Core client care principles
The firm is committed to:
- Acting in the best interests of clients at all times;
- Providing services competently and in a timely manner;
- Treating clients fairly, courteously, and with respect;
- Communicating in clear and understandable language;
- Providing realistic advice regarding prospects, risks, costs, and timescales;
- Ensuring clients are able to make informed decisions;
- Maintaining confidentiality and protecting client information;
- Managing conflicts of interest appropriately.
4. Client onboarding procedures
Before accepting instructions, the firm shall:
4.1 Conflict checks
Undertake conflict of interest checks in accordance with SRA requirements.
4.2 Identity verification
Carry out appropriate Anti-Money Laundering (“AML”) and Know Your Client (“KYC”) checks where required by law and regulation.
4.3 Engagement documentation
Provide clients with:
- A Client Care Letter;
- Terms of Business;
- Funding and costs information;
- Conditional Fee Agreement documentation where applicable;
- Privacy notice and data protection information;
- Complaints procedure details.
No substantive work should commence until onboarding requirements have been completed unless exceptional circumstances apply.
5. Communication standards
The firm recognises that clear and timely communication is fundamental to client care. Accordingly:
- Telephone calls should be returned promptly where reasonably practicable;
- Emails should normally be acknowledged within one working day;
- Clients should receive regular updates regarding material developments;
- Significant advice should be confirmed in writing;
- Clients should be informed promptly of any material changes to costs, risks, or prospects of success.
The firm will endeavour to explain legal concepts and procedures in plain English wherever possible.
6. Costs transparency
Clients must receive clear information regarding:
- Fee structures;
- Funding arrangements;
- Success fees;
- Disbursements;
- Adverse costs risks;
- Insurance arrangements;
- Potential liability for opponent’s costs;
- Circumstances in which costs may become payable.
Any material change to estimated costs or funding arrangements must be communicated promptly.
7. Damages-Based Agreement (DBA) matters
For DBA, CFA or No Win No Fee matters, the firm shall ensure clients understand:
- The nature of the DBA arrangement;
- Success fee arrangements;
- Any deductions from damages;
- ATE insurance arrangements;
- Circumstances where clients may remain liable for certain costs;
- The risks associated with litigation.
The firm will seek to ensure clients make informed decisions before entering into any funding arrangement.
8. Vulnerable clients
The firm recognises that some clients may be vulnerable due to age, language barriers, health, financial circumstances, or personal circumstances. Where appropriate, reasonable adjustments and additional support will be provided to ensure such clients can properly understand and engage with the legal process.
9. Confidentiality & data protection
The firm is committed to maintaining strict confidentiality regarding client affairs. All client information shall be handled in accordance with:
- UK GDPR;
- Data Protection Act 2018;
- SRA confidentiality obligations;
- The firm’s Data Protection and Information Security policies.
Access to client files shall be restricted to authorised personnel only.
10. Complaints handling
The firm is committed to resolving complaints fairly, promptly, and professionally. Clients shall be provided with a copy of the firm’s Complaints Procedure at the outset of the retainer.
Any complaint received shall be:
- Acknowledged promptly;
- Investigated fairly and independently where appropriate;
- Responded to within reasonable timescales;
- Escalated to the Compliance Officer for Legal Practice (“COLP”) where necessary.
Clients shall also be informed of their right to complain to the Legal Ombudsman where applicable.
11. Supervision & quality assurance
All matters undertaken by the firm shall be appropriately supervised. The firm operates file review and supervision procedures to ensure:
- Appropriate standards of service;
- Compliance with regulatory obligations;
- Timely progression of matters;
- Identification and management of risk.
12. Equality & diversity
The firm is committed to promoting equality, diversity, and inclusion. Clients will not be discriminated against on the basis of:
- Age;
- Disability;
- Gender;
- Race;
- Religion or belief;
- Sexual orientation;
- Marital status;
- Pregnancy or maternity;
- Any other protected characteristic.
13. Training
All staff shall receive appropriate training regarding client care obligations and professional conduct requirements.
14. Monitoring & review
This policy shall be reviewed annually or sooner if required due to:
- Regulatory changes;
- Operational developments;
- Audit findings;
- Complaints trends;
- SRA guidance updates.