Q and As

I understand that the Legal Ombudsman (LeO) will now accept complaints from prospective clients where a person has unreasonably been refused a service. In what circumstances can I reasonably refuse to provide a service?

I act for a client in a contentious matter. The client has made no payment on account despite several requests to do so. Our terms of business state that when requested a client must make a payment on account of costs. Can I terminate the retainer?

I am a trainee solicitor working in a residential conveyancing department. Is it possible to exchange contracts by fax or email?

I’ve received a complaint from my client about the barrister instructed on behalf of the client. How do I deal with this under my complaints handling procedure?

How long should I retain my closed files in storage?

I’m ready to exchange contracts on the purchase of a residential property. My client is a company and I’ve been asked to sign the contract on its behalf as all the directors are overseas.

We would like to include a paragraph about our AML reporting obligations in our terms of business. Would this contravene the ‘tipping off’ provisions?

My client was granted an award by the Criminal Injuries Compensation Authority (CICA) but is unsatisfied with the customer service. Can I make a complaint on my client’s behalf?

We offer initial fixed-fee interviews by appointment and can sometimes see people on a walk-in basis. Do we need to make any checks before the interview takes place?

I need to access my client’s health records to proceed with a case. Where can I get a copy of the Law Society and British Medical Association approved form to request the records?