Client care letters and TOB—2019
Client care letters and TOB—2019

The following Practice Compliance guidance note provides comprehensive and up to date legal information covering:

  • Client care letters and TOB—2019
  • Generic SRA requirements
  • What information should be provided in your client care letter and terms of business
  • How to provide information
  • What information to include in which document
  • Is a verbal explanation also required?
  • Client’s signature
  • Lexcel
  • Reviewing your client CCL/TOB
  • Precedents

A client care letter (CCL) that is clear, easy to understand and contains the right information can help improve your business by:

  1. demonstrating the values and high service standards of your business

  2. reducing potential complaints, by clearly setting out what a client can expect, particularly in relation to cost

  3. retaining clients

  4. explaining to your clients the regulatory protections that they benefit from

  5. explaining clearly what you need the client to do in order that you can progress their matter or to protect their legal position

There is very little information that the SRA specifically requires you to provide to the client in writing at the outset of their matter, ie in your client care letter or terms of business (TOB). In fact, there is no regulatory requirement to have either a client care letter or a terms of business document. However, the SRA clearly expects firms to have a client care letter, as it has produced guidance on client care letters, which is reflected in this Practice Note.

This Practice Note also reflects the 2018 Law Society Practice Note: Client information requirements.

For guidance on the substantive content of your CCL and TOB, see Practice Note: Client care letter and terms of business 2019—information requirements.

See also Precedents: Client care letter 2019—law firms and Terms of business 2019—law firms.

Generic SRA requirements

When drafting