Clint care
Para 8.6 of the SRA code of conduct: clients given as much information as possible to make
informed decisions about the services they need, how the matter will be handled and the
options available to them.
Paragraph 8.7: you ensure that clients receive the best possible information about how their
matter will be priced and, both a the time of engagement and when appropriate as their
matter progresses, about the likely overall cost of the matter and any costs incurred.
Client care letter:
Identify client.
Identify your status and state by whom you are supervised.
Costs information- hourly rate/fixed fee? Para 8.6
Must be clear and accessible in form para 8.6
Additional payments that may be required
Conditional fee arrangements
Scope of the retainer
Contentious or non-contentious business
Complaints procedure paragraph 8.2-8.5
Para 8.3- a client can challenge a bill and have this assessed by the court. In practice it is far
more likely the complaints procedure of the firm is used first followed by the legal
ombudsman.
An undertaking must be made by the solicitor or on their behalf or that of their firm in the
course of practice or outside the course of practice but as a solicitor.
Para 1.3 requires solicitors to perform an undertaking within an agreed or if there was no
agreement as to time within a reasonable timescale and so failure to perform an undertaking
can lead to disciplinary action from the SRA or SDT. A solicitor is not obliged to give an
undertaking nor to accept one and should consider whether the circumstances justify the
potentially severe consequences.
Para 8.6 of the SRA code of conduct: clients given as much information as possible to make
informed decisions about the services they need, how the matter will be handled and the
options available to them.
Paragraph 8.7: you ensure that clients receive the best possible information about how their
matter will be priced and, both a the time of engagement and when appropriate as their
matter progresses, about the likely overall cost of the matter and any costs incurred.
Client care letter:
Identify client.
Identify your status and state by whom you are supervised.
Costs information- hourly rate/fixed fee? Para 8.6
Must be clear and accessible in form para 8.6
Additional payments that may be required
Conditional fee arrangements
Scope of the retainer
Contentious or non-contentious business
Complaints procedure paragraph 8.2-8.5
Para 8.3- a client can challenge a bill and have this assessed by the court. In practice it is far
more likely the complaints procedure of the firm is used first followed by the legal
ombudsman.
An undertaking must be made by the solicitor or on their behalf or that of their firm in the
course of practice or outside the course of practice but as a solicitor.
Para 1.3 requires solicitors to perform an undertaking within an agreed or if there was no
agreement as to time within a reasonable timescale and so failure to perform an undertaking
can lead to disciplinary action from the SRA or SDT. A solicitor is not obliged to give an
undertaking nor to accept one and should consider whether the circumstances justify the
potentially severe consequences.
