Delivering excellent client care is something most law firms aspire to, but few manage to consistently achieve. That’s no poor reflection on the firms involved, but rather an indication of just how tricky it can be to get client care right.
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.
Excellent client care stretches beyond compliance with the regulatory requirements, however. Practice Note: How to deliver exceptional client care...
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