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Client care letters- Tips for conveyancing solicitors

Client care letters play a very significant role in effective communication of vital information to your client, especially at the beginning of a deal. This practice note gives you great tips on how to convey all the required information to your client, in a clear and proficient manner. Client care letter is an initial letter sent to conveyancing clients which helps them focus on the accurate parameters of the retainer, as well as all terms of business.

Those who want to prepare a client care letter will find this practice note quite helpful.

Who is the client?

The client care letter should clearly specify who the client is and the capacity they are acting in. It is especially significant when acting for a trustee, an agent, a legal entity or for more than one person.

Client’s Instructions

Identify the client’s concepts related to the work to be done.
Explain all the details about the issues involved in the business; also make it a point be clear about all options available to the client.

Carrying forward with these activities in writing will help create a record of the relevant retainers. In case of any complaints regarding the failure to meet the terms or instructions, this record will act as a pertinent factor in resolving the matter.

Make it a point to include any specific information, limitation or exclusion from the retainer. For instance, you should inform the client that the standard local authority searches on a conveyance will not generally guarantee anything about the land contamination and other such issues. You can also suggest the clients seek expert advice from an environmental consultant for the same.

Make an agreement

It is always advisable to put every agreement in writing. This not only forms a record, but also helps the client to foresee each step and act accordingly. The record must be a complete time schedule, explaining each of the forthcoming steps clearly. Make sure that each step is coined in such a way that it matches the client expectations perfectly. This time schedule will also help you to avoid time delays in each step.

Who will handle the retainer?

The client must be provided with all the details, like the name and status of the individual associated with the affair. The details of the person who deals with the overall supervision of the matter should also be provided.

You should also inform them about who will take care of their file and answer their routine queries when you are not at office.

Also tell them how and when they can contact you; for instance, you can mention “you can contact me any time (or mention a specific time) over the phone” or “please feel free to ping me for a chat” or “mail me during (specify hours) any day”.

Costs

Wrong information about the cost is one of the most common areas that raise client complaints. As per the code of conduct, you are supposed to give complete information regarding the cost of dealing with the issues well in the beginning. You should also ensure that you explain to the client about the probable results, along with the risks involved.

The clients should be clear about the cost of the proceedings, so that they can make the choice on whether to stay with the firm or not. Use clean and direct language to communicate so that the clients are not confused. They should get a clear idea on what and why they are paying. The information you provide should be in writing.

Best Possible Information

In order to give the best possible information, you can follow the tips given below:

  • Both parties should agree to a fixed fee.
  • Give a realistic estimate.
  • The possible range of the charges can be forecasted with scientific measures and explained to the clients.
  • Give the best and maximum information about the cost of the next stages.
  • Explain why you are not able to figure the exact estimate.

Details of Charges

You should explain to the clients on how each charge is formulated:

  • You must give them an outline on the basis of which the fixed rate is calculated.
  • If the charges are estimated on hourly basis, you must be able to estimate the time.
  • If the rates may vary during the specified period, makes sure to mention that.
  • The expected disbursement that may be due during this interval should be outlined.
  • Explain details of all potential liabilities, if any.
  • Explain the VAT charges.

Court assessment

From March 1st 2010, the clients have a right to defend the bill and even submit an application to see the bill, as per the Part III of the Solicitors Act 1974. You must inform the clients about the same, in writing.

Method of payment

Give the clients all details on how the payments are to me made and on which dates. Make sure that you check the following:

  • Check whether the client is eligible for any legal help.I If yes, assist them to apply for it.
  • Check if they should be offered a conditional fee agreement.
  • Check whether the clients have any insurance to cover the costs; in case they don’t have insurance, advise them to seek such aids if necessary.
  • Find out whether the clients is seeking help from another person such as a trade union or the employer for the payments of charges.

Other points

Give them a clear idea about the costs even if they are funded by some other means like insurance or public funds. You must also explain the conditions in which the client will be legally obliged to take responsibility of the other party’s costs.

Make it clear to the clients that you have the provision to exercise liens on papers if there are any arrears in the cost paid. This can be mentioned in the terms of business related to the termination of the contract or can be written in the form of an official letter.

According to the law, you have the right to charge an interest on either the whole or part of the bill which is not paid. You should mention this to your client in writing right at the onset of the deal. Also provide details about your general billing procedures. Make sure that you mention your requirements for the proper delivery of funds to your account.

In certain cases, the clients will keep an upper limit for the total cost incurred during the procedure. If your client has kept forward such a condition, make sure that you inform them in writing when you cross the limit. Reassure them that you will communicate with them before moving forward with any transactions which will cover the agreed cost limits.

Complaints

Explain to your client about their right to make complaints. Also give them the details for moving forward with a complaint. From March 1, 2010, they have the right to complain about the bill, so make sure that you communicate it clearly.

A simple, yet prominent paragraph should be specified in your client care letter which specifies the right of the clients to move to the Legal Complaints Service to file a complaint. You should also give them the contact details of the organization.

Below given is an example which you can follow for the same:

(Practice Name) assures to provide quality legal services and client care. In case you are dissatisfied with any of the services received, or the bills, you are free to contact (Name) on (email or phone number) or even send a post to our (place) office.

If you are not happy with our way of dealing your complaint, you may also seek the aid of (Legal Complaints Service /Office for Legal Complaints) at (contact address) to resolve your complaints.

Terms of Business

In case you have different terms of business, you should specifically mention that.  Clearly explain its significance in the deal.

If there is some significant or unusual aspect related to the contract which was agreed to by the client, consider about the same in detail. You can either include that in the client care letter, or amend the terms of business.

Clients Acknowledgement

Keep a copy of the client care letter and terms of business with yourself, signed by the client on the date of delivery. In case the client files a complaint that you have not provided relevant information, this copy will help you.

Under rule 48.8 in the Civil Procedure Rules, if the terms of business are not agreed by the client without arguments, in the Country Court, you will no longer be able to claim for the costs from the client. However, you will get the amount which the client is allowed to recover from the opposite party.

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