Client care

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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). Regulatory requirements are found in the two SRA Codes of Conduct (the SRA Code for Solicitors and the SRA Code for Firms), which should be read in the context of the SRA Principles.

Client care requirements can also be found in Lexcel, the Law Society’s voluntary practice management standard. The requirements of the Lexcel standards should be considered compulsory for firms that have or are working towards Lexcel accreditation; they are not compulsory for other firms although they provide an indicator of good practice.

See further Practice Note: Client care—law firms and Client care—checklist—law firms.

SRA and other requirements

Cumulatively, SRA and other regulatory requirements in relation to client care cover ten key themes:

  1. •

    dealing with client matters

  2. •

    accepting and refusing instructions and ceasing to act

  3. •

    client protections

  4. •

    information on costs

  5. •

    commissions and financial benefits

  6. •

    referrals and fee sharing

  7. •

    supervision

  8. •

    complaints

  9. •

    client care letter

  10. •

    other requirements

Dealing

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