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ABS Diary | Approach with care

Bernadette Summers shares her approach to client care letters with outcomes-focused regulation in mind

26 April 2013

I have recently been reviewing our client care letters (CCL) which outline clearly our terms of business. Chapter 1 of the SRA Code of Conduct relating to client care, outlines the outcomes you must achieve (O(1.1) to O(1.16)) and we have incorporated these objectives within our engagement letter.

As soon as we have been instructed we send our CCL to our clients to read, comprehend, sign and return a copy. It is often necessary to go through the letter with the client face to face as some clients do not fully understand the content.

There are no hard and fast rules on how you draft your CCL. Chapter 1 of the Code gives a good indication of what it should include. You can also find precedents for CCLs, I used the Lexcel Client Care Toolkit to help design ours. The main thing you need to remember when drafting your client care letter is that it needs to be set out clearly and in terms that your clients (not being solicitors) can understand.

We have a standard l...

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