Client care manual 2019
Client care manual 2019

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

  • Client care manual 2019
  • 1 Introduction
  • 2 Responsibility
  • 3 Client care standards
  • 4 Confidentiality
  • 5 Conducting the matter
  • 6 Clients’ attributes, needs and circumstances
  • 7 Costs and funding
  • 8 Service standards, competence and supervision
  • 9 Instructing and introducing clients to third parties
  • More...

    1. 1


      1. 1.1

        Client care is central to the regulatory regime under which we operate. [Insert name of firm] is committed to providing a good standard of service to all clients—all staff share the responsibility of ensuring we achieve this.

      1. 1.2

        This policy applies to all individuals working at all levels, including partners, consultants, solicitors, other employees (whether permanent, fixed-term or temporary), contractors, trainees, seconded staff, home-workers, casual staff, agency staff, interns and students, agents, sponsors, volunteers or any other person associated with the firm wherever located (collectively referred to as ‘staff’ in this policy).

    1. 2


      The compliance officer for legal practice (COLP) is responsible for this client care manual and for supervising the firm’s client care arrangements. If the COLP is unavailable and a response is required, you should contact [state who should be contacted, eg their deputy, your line manager, a partner].

    1. 3

      Client care standards

      1. 3.1

        In all our dealings with clients, we will act:

        1. 3.1.1

          in their best interests;

        1. 3.1.2

          with independence;

        1. 3.1.3

          with honesty;

        1. 3.1.4

          with integrity; and

        1. 3.1.5

          in a way that encourages equality, diversity and inclusion.

      1. 3.2

        We will not:

        1. 3.2.1

          abuse our position by taking unfair advantage of clients or others; or

        1. 3.2.2

          unfairly discriminate by allowing our personal views to affect our professional relationships and the way in which we provide services to clients—see also section 16 (Equality and diversity).

      1. 3.3

        We will keep the affairs of current and

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