Client care
Our practice notes, guides and other resources will help you provide a good standard of service for your clients, to support your business and meet legal requirements.
Client accounts fundamental for delivery of legal services
Many of the Solicitors Regulation Authority's (SRA) proposals on client accounts and the Compensation Fund lack evidence that supports regulatory change.
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All resources
- Anti-money laundering guidance for the legal sector23 Apr 2025
- Client funds21 Apr 2020
- Conflict of interests in conveyancing18 Jun 2020
- Dealing with complaints from prospective clients16 Jun 2023
- Engaging clients21 Apr 2020
- Financial abuse15 Jun 2025
- GDPR for solicitors01 Aug 2019
- LPP and client confidentiality12 Mar 2020
- Legal professional privilege28 Jan 2025
- Legal professional privilege: disclosing suspicions to your MLRO07 Mar 2022
- Managing and closing files10 Mar 2020
- Meeting the needs of vulnerable clients29 Nov 2022
- Ownership of documents12 Mar 2020
- Respond to a subject access request (SAR)01 Aug 2019
- Run-off cover31 Jan 2024
- SRA Compensation Fund01 Jul 2024
- Signing and exchanging documents07 Oct 2019
- Sources of complaints03 Jan 2020
- Tipping off and prejudicing an investigation27 Feb 2023
- Warning signs of money laundering21 Jul 2025
- Working with clients who may lack mental capacity19 Jun 2025
- Working with vulnerable clients case studies05 Jun 2020
- Client information requirements26 Jun 2025
- Confidentiality around client insolvency17 Nov 2010
- Conflict of interests11 Sep 2024
- Consumer Contracts Regulations 201315 Sep 2023
- Handling complaints22 Jul 2025
- How to use lawtech in your practice12 Aug 2025
- Information obligations for service providers15 Sep 2023
- Information on letterheads, emails and websites31 Jul 2023
- Legal professional privilege12 Aug 2021
- Making gifts of assets04 Jul 2023
- Preparing a will when your client is leaving a gift for you, your family or colleagues07 Aug 2025
- Protection for client accounts04 Mar 2025
- Providing services and taking on roles outside your practice as a solicitor31 Aug 2021
- Residual client balances24 Jan 2023
- Responding to a financial crime investigation24 Jan 2022
- Solicitors Regulation Authority (SRA) powers of investigation25 Jun 2025
- Trust corporations27 Jun 2024
- Unbundling civil legal services12 Apr 2022
- Use of interpreters in criminal cases31 Jan 2023
- What to do when a complaint goes to the Legal Ombudsman23 Jul 2025
- Who owns the file?26 Jul 2022
- Withdrawing from a criminal case03 Mar 2021
- A client continues to contact us about a complaint we handled. What should we do?24 Oct 2024
- A client has not paid my bill. Can I issue cost recovery proceedings if they make a complaint?10 May 2023
- Can I charge a client for storage of documents?13 Feb 2023
- Can I charge for due diligence checks?25 Nov 2021
- Can I charge for routine communications?23 May 2023
- Can I make a Criminal Injuries Compensation Authority complaint on behalf of a client?28 Jan 2025
- Can I send a final bill by email?24 Nov 2023
- Can I tell a client I made a suspicious activity report?30 Sep 2024
- Can I use technology to carry out AML and sanctions checks on clients?20 May 2025
- Can the deadline for a subject access request be extended?21 Mar 2025
- Can we charge clients for the cost of preparing a bill?11 Nov 2024
- Do I have to identify and verify all the beneficial owners of a trust?31 May 2024
- Do I need client consent to change file retention periods?14 Apr 2025
- Do I need client consent to share information with a trustee in bankruptcy?25 Nov 2024
- How can I protect client information from cyberattacks?09 Dec 2024
- How do I verify the identity of a client without standard documentation?01 Dec 2022
- How long should I retain my closed files in storage?22 Nov 2023
- How long should a client's original will be retained?02 Aug 2019
- How should I send confidential and privileged information to a client in prison?23 Aug 2023
- I found an error in a client file. What should I do?27 Sep 2023
- I received files in error meant for the other side’s client. What should I do?02 Sep 2024
- I undertook to pay the other side’s costs, but the matter didn’t complete. Do I have to pay the bill issued?10 May 2023
- I'm a COLP. What should I do if there's a compliance breach at my firm?18 Jan 2023
- Is the Legal Ombudsman’s final decision binding?26 Oct 2020
- I’m holding £1 million in my client account. How can I make sure the funds are protected?24 Mar 2025
- I’ve been professionally embarrassed. Can I withdraw from a Crown Court case?08 Jul 2021
- I’ve received a subject access request. What should I do?24 Mar 2025
- My client does not want to disclose their address in proceedings. What do I need to do?22 Jan 2021
- My client is a member of a UK political party. Do they count as a politically exposed person?24 Mar 2025
- What information can a bank request about our client account?06 Mar 2024
- What is a politically exposed person (PEP)?09 Dec 2024
- What should I do if I receive a complaint from someone who is not a client?26 Jan 2024
- When can I charge for home visits?20 Jun 2023
- When can a Legal Ombudsman case fee be charged?01 Aug 2023
- When do I have to report a data breach?29 Apr 2024
- Who must sign a statutory declaration?09 Dec 2024
- Compliance calendar for small law firms27 May 2025
- High-risk third countries for AML purposes25 Jun 2025
- Money laundering risks and threats17 Jan 2025
- Price and service transparency - how you can comply11 May 2021
- Undue influence – solicitors’ duties post-Etridge30 May 2002
- Youth Justice Charter07 Aug 2025
- Axiom Ince and the Solicitors Compensation Fund07 Dec 2023
- Building Safety Act 2022 and residential conveyancing14 Feb 2024
- Changes to the Legal Ombudsman Scheme Rules30 Apr 2023
- Empowering consumers in the legal services market19 Apr 2022
- Interest on lawyers’ trust accounts (IOLTA)30 Jul 2025
- Money Laundering Regulations review06 Aug 2025
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