Client care letter

The client care letter is to reassure and inform the client and to anticipate and prevent potential problems.

Client care letters are sent to the client soon after receipt of the instructions.  It’s purpose is to anticipate and prevent potential problems.  The letter will set out the position on a range of matters these will include:

  •  Confirmation of the client’s instructions;
  •  The names of persons having care of the matter for the firm including any legal assistant’s name;
  •  The amount of the charges, VAT and any disbursements payable;
  •  What to do if the client is not happy with how the matter is progressing.

Since 1 October 2015, solicitors have been required to include information about an approved alternative dispute resolution (ADR) entity in final letters to complainants following a first-tier complaint.

SRA | SRA Handbook - Code of Conduct - Client care | Solicitors

Model client care letter: to the client - The Bar Council

Care letters make clients 'feel stupid', says watchdog | News | Lawgazette

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