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.
Engaging clients
Many clients are not regular users of solicitors’ services. You should make sure new clients have the information they need to make informed decisions.
Stay up to date with best practice, save time and money, and ultimately give the best possible legal advice with the trusted resources available through your Law Society membership.
All resources
- Client funds21 Apr 2020
- Conflict of interests in conveyancing18 Jun 2020
- Dealing with complaints from prospective clients16 Jun 2023
- Engaging clients21 Apr 2020
- Financial abuse27 Jun 2023
- GDPR and DPA guidance for solicitors in law firms26 Sep 2019
- GDPR for solicitors01 Aug 2019
- LPP and client confidentiality12 Mar 2020
- Legal professional privilege30 Aug 2022
- 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
- Run-off cover03 Oct 2023
- SRA Compensation Fund19 Oct 2023
- Signing and exchanging documents07 Oct 2019
- Sources of complaints03 Jan 2020
- Tipping off and prejudicing an investigation27 Feb 2023
- Working with clients who may lack mental capacity27 Jun 2023
- Working with vulnerable clients case studies05 Jun 2020
- Client information requirements08 Sep 2021
- Confidentiality around client insolvency17 Nov 2010
- Conflict of interests27 Jul 2023
- Consumer Contracts Regulations 201315 Sep 2023
- Handling complaints07 Mar 2023
- 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
- Protection for client accounts24 Jan 2023
- 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
- Unbundling civil legal services12 Apr 2022
- Use of interpreters in criminal cases31 Jan 2023
- Using lawtech in your practice21 May 2020
- What to do when a complaint goes to the Legal Ombudsman21 Mar 2023
- Who owns the file?26 Jul 2022
- Who owns the file?26 Jul 2022
- Withdrawing from a criminal case03 Mar 2021
- A client has not paid my bill. Can I issue cost recovery proceedings if they make a complaint?10 May 2023
- Bill - request for assessment26 Feb 2019
- 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?22 Sep 2023
- Can I see a copy of a complaint made to the Legal Ombudsman about my firm?22 Sep 2023
- Can I send a final bill by email?24 Nov 2023
- Can a club refer a complaint to the Legal Ombudsman?27 Oct 2021
- Can a successor firm be liable for an original firm’s inadequate professional service?16 Jan 2020
- Can a will be witnessed remotely?05 Jul 2023
- Can the Legal Ombudsman re-assess a bill that’s been assessed by a court?15 Feb 2021
- Can the deadline for a subject access request be extended?22 Sep 2023
- Do I need to go on the court record if I provide unbundled advocacy services?25 Oct 2022
- Do partners have to sign bills?26 Feb 2019
- Do the Consumer Contracts Regulations 2013 apply to conveyancing retainers?22 Sep 2023
- Do we have to share our PII policy number with a former client?20 May 2021
- How can I make a neurodivergent client’s court appearance less stressful?01 Aug 2023
- How do I deal with a client complaint about a barrister?09 Jul 2020
- 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 my firm retain archived conveyancing files?22 Nov 2023
- How much detail must I give beneficiaries of an estate about costs?30 Apr 2021
- How should I file customer due diligence papers?26 Feb 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 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 outlining our reporting obligations in client care letters ‘tipping off’?26 Feb 2021
- 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?22 Sep 2023
- I’m setting up a new firm. What should we include in our client care letters?22 Sep 2023
- 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?22 Sep 2023
- 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?22 Sep 2023
- Should I send original documents to the Legal Ombudsman?10 Nov 2023
- Should solicitors copy estate agents into emails about the progress of conveyancing transactions?03 Aug 2020
- What are my obligations to a client after an initial interview?02 Jun 2020
- What pre-interview client checks should we make?10 Jun 2021
- When acting on multiple retainers, can I rely on client care information I've already provided?22 Sep 2023
- When can I charge for home visits?20 Jun 2023
- When can a Legal Ombudsman case fee be charged?01 Aug 2023
- When can our practice accept client funds?08 Dec 2021
- Axiom Ince and the Solicitors Compensation Fund07 Dec 2023
- Building Safety Act 2022 and residential conveyancing24 Jul 2023
- Changes to the Legal Ombudsman Scheme Rules30 Apr 2023
- Empowering consumers in the legal services market19 Apr 2022
- Home Office suspended funds scheme: share your views01 Aug 2023
- Legal Services Board ongoing competence call for evidence11 Feb 2021
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