Client care policy 2011 [Archived]
Client care policy 2011 [Archived]

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

  • Client care policy 2011 [Archived]

    1. 1

      Introduction

      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 and all staff share the responsibility of ensuring we achieve this.

    1. 2

      Treating our clients fairly

      1. 2.1

        We must treat our clients fairly and with respect.

      1. 2.2

        We will not:

        1. 2.2.1

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

        1. 2.2.2

          unfairly discriminate by allowing our personal views to affect our professional relationships and the way in which we provide services to clients.

      1. 2.3

        In all cases, we will:

        1. 2.3.1

          explain to the client, record on the file, and confirm in writing any limitations or conditions on what we can do for them, eg because of the way their matter is funded;

        1. 2.3.2

          have proper regard to their mental capacity or other vulnerability (eg incapacity, duress or disability—see further section 4 below) when taking instructions and during the course of the matter;

        1. 2.3.3

          consider whether a conflict of interest is present or has arisen (see our Conflicts of interest policy).

    1. 3

      Client needs

      1. 3.1

        We tailor our client care arrangements according to the needs of each client to ensure that the information we provide is appropriate.

      1. 3.2

        For every client you should consider:

        1. 3.2.1

          whether they are used to dealing with law firms

        1. 3.2.2

          to what extent our standard client care letter is appropriate or whether

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