Client care & complaints

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Client care & complaints guidance:

This Checklist sets out points you should consider and actions you should take before representing or acting for a partner or employee, yourself, friends or members of...

Precedents

This Practice Note covers considerations where the firm wishes to act for one of its own partners or employees, where an individual lawyer wishes to act for themselves,...

Practice Note

This Practice Note contains a chronological list of substantive changes to our Client care letter—law firms 2011 [Archived] and Terms of business—law firms 2011...

Practice Note

This Practice Note reflects requirements in the SRA 2019 regime, effective from 25 November 2019. See Practice Note: Client care—SRA 2011 regime and SRA 2019 regime...

Practice Note

This Practice Note is intended for law firms. It sets out key information requirements in the SRA Standards and Regulations that are relevant to client care letters and...

Practice Note

Letterhead Dear [insert client's name] Re [describe matter] Thank you for your instructions to act on your behalf in connection with [describe matter]. This letter and...

Precedents

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

Practice Note

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...

Practice Note

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...

Practice Note

A: General information Date of annual review Person(s) conducting annual review B: Review and findings Are your client care policy and procedures up to date and fit for...

Precedents

Client care is about providing a proper standard of service to your client. Chapter 1 of the Solicitors Regulation Authority (SRA) Code of Conduct 2011 sets...

Practice Note

Client care is about providing a proper standard of service to your client. Chapter 1 of the Solicitors Regulation Authority (SRA) Code of Conduct 2011 sets out your...

Practice Note

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...

Practice Note

You are required to give certain information to the client where the Consumer Protection (Distance Selling) Regulations 2000, SI 2000/2334 apply. Most of this information...

Practice Note

You are required to give certain information to the client where the Consumer Protection (Distance Selling) Regulations 2000, SI 2000/2334 apply. Most of this information...

Practice Note

1 General details Complaint reference number[Insert number]File reference number (if applicable)[Insert numbers] Complainant name[Insert name]Person dealing with...

Precedents

This Practice Note reflects requirements in the Solicitors Regulation Authority (SRA) Codes of Conduct 2019 (2019 Codes) in relation to complaints, in force from 25...

Practice Note

1 General information Date of review[Insert date] Person(s) conducting review[Insert name(s)] 2 Data CriteriaIn the last [insert period, eg quarter]Over the last 12...

Precedents

This Precedent can be used to help you comply with regulatory requirements in relation to complaints. It can also help you to regularly monitor, review and update your...

Precedents

1 General information Date of review[Insert date] Person(s) conducting review[Insert name(s)] 2 Data Complaint categoryNumber of complaints receivedNumber of complaints...

Precedents

You must comply with the Solicitors Regulation Authority's rules on complaints handling, together with any requirements specified by the Legal Services Board (LSB) and...

Practice Note

You must comply with the Solicitors Regulation Authority's rules on complaints handling, together with any requirements specified by the Legal Services Board (LSB) and...

Practice Note

This Practice Note contrasts the requirements in the Solicitors Regulation Authority’s (SRA’s) 2011 and 2019 regimes as well as wider requirements in relation to...

Practice Note

Where you enter into a retainer with a client who you meet away from your office, you may have to comply with Cancellation of Contracts made in a Consumer's Home or Place...

Practice Note

Where you enter into a retainer with a client who you meet away from your office, you may have to comply with Cancellation of Contracts made in a Consumer's Home or Place...

Practice Note

From 13 June 2014, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 replace the Consumer Protection (Distance Selling)...

Practice Note