Private client

What should I include in our firm's policy on acting for clients with a disability?

I am the COLP at a firm which has recently opened a new private client department. I am drafting a policy that deals with acting for clients with a disability. Is there any guidance on what such a policy should include?


The Wills and Inheritance Protocol (which is mandatory for Wills and Inheritance Quality Scheme accredited firms) outlines that a policy should have:

  • enquiries before an interview as to whether the client has any visual, communication or mobility problems
  • adjustments it is reasonable for your practice to make, such as: 
    • provision of free large print or Braille correspondence and documents
    • arrangements for access and parking suitable for less mobile clients
    • visits to the client to take instructions
  • contacts with organisations that can provide trained signers to interpret for clients who use sign language and do not wish to use relatives or close friends

For more information on the requirement to make reasonable adjustments, see our practice note on equality and diversity requirements and the Wills and Inheritance Protocol or contact the Practice Advice Service.


While every effort has been made to ensure the accuracy of the information in this article, it does not constitute legal advice and cannot be relied upon as such. The Law Society does not accept any responsibility for liabilities arising as a result of reliance upon the information given.

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