The Client Care Procedure – What to Expect
Client care procedures vary in each company. By writing this blog we hope to give you an insight as to what you can expect by using our services, and the type of professional interaction you could be receiving from other legal professionals. By following these steps, we feel our business provides a high-quality service to our clients.
Please note, that with our Wills and LPA services, we send out a questionnaire to the client beforehand to ensure important details are captured before the meeting, this is so we can give an accurate costing dependant on the complexity of the matter.
- Free consultation (of up to 1 hour)
We offer a free no obligation consultation with our clients before they commit to working with us, this is to help build trust with our clients and ensure they are comfortable in using our firm for their legal issues.
- Client care letter
If it has been agreed that the client would like to instruct us our next step is to send our formal client care letter to them, which outlines the details from the meeting above to ensure that both our firm, and our client have understood the needs correctly and there is a clear plan going forward. Within this client care letter, we attach our firms Terms of Business alongside an acceptance form which needs to be returned to us, signed and dated before we undertake any work. Alongside this, we also request identification at this stage. Our fees are also outlined in our client care letter. Dependant on the service being provided will determine whether this will be a standard fixed fee or based on our hourly rate basis.
- Undertaking of service
When we undertake any service, we communicate clearly with our clients if there are any outstanding issues that may arise further, such as personal questions that we cannot answer ourselves. Whilst working on the matter, if this is taking longer than first anticipated, we will endeavour to give updates and reasonings behind the delay. Ensuring our client is kept up to date and involved. - Finalising and closing the matter
Once the matter has been complete and all outstanding work has been invoiced, and once payment has been received, we will then close your file. Any original documentation that you have passed on to us will be returned, unless you wish for us to hold original document i.e., Wills or registered LPA matters, where you wish for us to retain the originals in our fireproof cabinet (free of charge). Although, we do keep digital copies for our own records either way.
- Follow up and support
Sometimes, depending on the service you have used, we may contact you in the future to see if the matter was resolved. For example, for our LPA service, we contact you to ensure that the registered documents have been received and offer support and guidance if there is any confusion with the documentation received.
Moreover, with our Will matters, we advise our clients to review every few years or once a big change has happened. For clients that have previously made Wills with us, we contact them every 4 years to see if they would like to update.
If you are looking for bespoke legal assistance, who offer a professional, friendly and client focussed approach, then feel free to get in touch with us.
