Client care—SRA 2011 regime and SRA 2019 regime compared
Client care—SRA 2011 regime and SRA 2019 regime compared

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

  • Client care—SRA 2011 regime and SRA 2019 regime compared
  • Dealing with client matters
  • Vulnerable clients
  • Accepting and refusing instructions and ceasing to act
  • Client protections
  • Information on costs
  • Commissions and financial benefits
  • Referrals and fee sharing
  • Supervision
  • Complaints
  • more

This Practice Note contrasts the requirements in the SRA’s 2011 and 2019 regimes as well as wider requirements in relation to client care. There is a separate Practice Note providing more detailed guidance on the SRA’s 2019 client care requirements—see Practice Note: Client care 2019—law firms.

Regulatory requirements in relation to client care are extensive and cover a wide range of areas; some of which are so large they command their own Practice Notes (and even subtopics). Requirements are contained in the 2019 Principles and Codes.

The first point to note is that having occupied prime spot in the 2011 Code of Conduct with chapter 1 dedicated to it, client care is not a key concept in the 2019 Codes. Indeed the phrase ‘client care’ does not appear once in the 2019 regime. Instead, the 2019 Codes focus on ‘service and competence’.

Dealing with client matters

2011 regime 2019 regime
You must provide a proper standard of service to your clients.
You should, eg provide a proper standard of client care and of work. This would include exercising competence, skill and diligence, and taking into account the individual needs and circumstances of each client.
(SRA Principle 5, Overseas Principle 5 and guidance