Client care

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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.

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Meeting the needs of vulnerable clients

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Client funds20 Apr 2020
Conflict of interests in conveyancing18 Jun 2020
Dealing with complaints from prospective clients18 Oct 2019
Engaging clients21 Apr 2020
Financial abuse14 Jul 2020
GDPR and DPA guidance for solicitors in law firms26 Sep 2019
LPP and client confidentiality12 Mar 2020
Legal professional privilege09 Sep 2019
Managing and closing files10 Mar 2020
Meeting the needs of vulnerable clients05 Jun 2020
Ownership of documents12 Mar 2020
SRA transparency rules: briefing for members20 Jul 2018
Signing and exchanging documents07 Oct 2019
Sources of complaints03 Jan 2020
Working with clients who may lack mental capacity05 Jun 2020
Working with vulnerable clients case studies05 Jun 2020

Client information requirements08 Sep 2021
Confidentiality around client insolvency17 Nov 2010
Conflict of interests02 Dec 2019
Consumer Contracts Regulations 201322 Nov 2019
Handling complaints03 Jun 2021
Information obligations for service providers06 Jul 2021
Information on letterheads, emails and websites26 Jan 2021
Legal professional privilege12 Aug 2021
Protection for client accounts27 Nov 2019
Providing services to D/deaf and hard of hearing people12 Jul 2012
Residual client balances09 Sep 2021
Unbundling civil legal services04 Apr 2016
Use of interpreters in criminal cases10 Dec 2019
Using lawtech in your practice21 May 2020
What to do when a complaint goes to the Legal Ombudsman07 Jul 2021
Who owns the file?09 Sep 2021
Withdrawing from a criminal case03 Mar 2021

A client’s personal data has been accidentally disclosed. Can I delay reporting until I have the full facts?15 Oct 2019
Bill - request for assessment26 Feb 2019
Can I still issue cost recovery proceedings if a client complains?23 Mar 2020
Can I use the same interpreter as the police for taking instructions?01 Sep 2020
Can a successor firm be liable for an original firm’s inadequate professional service?16 Jan 2020
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?01 Sep 2021
Do partners have to sign bills?26 Feb 2019
Do we have to share our PII policy number with a former client?20 May 2021
How do I deal with a client complaint about a barrister?09 Jul 2020
How do I handle a complaint where the client file has been destroyed?19 Apr 2021
How long can I retain a private client file for?15 Aug 2019
How much detail must I give beneficiaries of an estate about costs?30 Apr 2021
Invoicing clients by email26 Feb 2019
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’ve been professionally embarrassed. Can I withdraw from a Crown Court case?08 Jul 2021
My client does not want to disclose their address in proceedings. What do I need to do?22 Jan 2021
Refusing to provide a service26 Feb 2019
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
What should I include in our firm's policy on acting for clients with a disability?05 Sep 2019
When acting on multiple retainers, can I rely on client care information I've already provided?27 Aug 2021
When can a Legal Ombudsman case fee be charged?30 Jun 2021

High-risk third countries for AML purposes20 Jul 2021
Price and service transparency - how you can comply07 Jul 2021
Undue influence – solicitors’ duties post Etridge30 May 2002

Empowering consumers in the legal services market22 Sep 2021
Legal Services Board ongoing competence call for evidence11 Feb 2021
Price and service transparency07 Aug 2019

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Coronavirus
Blog

Returning to face-to-face work with clients: keeping safe in challenging situations

Juliet Oliver and Polly Sweeney discuss the risks involved when returning to face-to-face working with clients and offer practical guidance on how to keep your people safe.

15 Sep 2021

Client care
Blog

You’re fired: what to do when a client dis-instructs you

Being dis-instructed by a client is never easy. Rita Gupta, co-director and founder of Leiper Gupta Family Lawyers, explains the top five reasons why this happens and what to do next.

01 Sep 2021

Regulation
Feature

Undertakings – what you need to consider following Harcus Sinclair v Your Lawyers

Following the Supreme Court’s recent decision on solicitors’ undertakings, Iain Miller looks at what this might mean for solicitors and firms.

26 Aug 2021

Client care
Partner content

Understanding digital client onboarding

Client expectations are more demanding than ever. It's likely that hybrid working will become the new norm. Our partner InfoTrack explains why you shouldn’t overlook digital client onboarding, especially for conveyancing firms

24 Aug 2021

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Returning to face-to-face work with clients: keeping safe in challenging situations

You’re fired: what to do when a client dis-instructs you

Undertakings – what you need to consider following Harcus Sinclair v Your Lawyers

Understanding digital client onboarding

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