8. When you are providing services to the Public or A Section Of The Public Flashcards
8.1
You identify who you are acting for in relation to any matter
8.2
You ensure that, as appropriate in the circumstances, you either establish and maintain, or participate in, a procedure for handling complaints in relation to the legal services you provide
8.3
You ensure that clients are informed in writing at the time of engagement about:
a) their right to complain to you about your services and your charges;
b) how a complaint can be made and to whom; and
c) any right they have to make a complaint to the legal ombudsman and when they can make any such complaint
8.4
You ensure that when clients have made a complaint to you, if this has not been resolved to the client’s satisfaction within 8 weeks following the making of a complaint they are informed, in writing:
a) of any right they have to complain to the legal ombudsman, the time frame for doing so and full details on how to contact the legal ombudsman and
b) if a complaint has been brought and your complaints procedure has been exhausted:
I) that you cannot settle the complaint;
ii) of the name and website address of an alternate resolution (ADR) approved body which would deal with the complaint; and
iii) whether you agree to use the scheme operatory body
8.5
You ensure that complaints are dealt with promptly, fairly, and free of charge
8.6
You give clients information in a way they can understand. You ensure they are in a position to make informed decisions about the services they need, how their matter will be handled and the options available to them.
8.7
You ensure that clients receive the best possible information about how their matter will be priced and, both at the time of engagement and when appropriate as their matter progresses, about the likely overall cost of the matter and any costs incurred
8.8
You ensure that any publicity in relation to your practice is accurate and not misleading, including ghat relating to your charges and the circumstances in which interest is payable by or to clients
8.9
You do not make unsolicited approaches to members of the public, with the exception of current or former clients in order to advertise legal services provided by you, or by your business or employer
8.10
You ensure that clients understand whether and how the services you provide are regulated. This includes:
a) explaining which activities will be carried out by you, as an authorised person
b) explaining which services provided by you, your business employer, and any separate business are regulated by an approved regulator; and
c) ensuring that you do not represent any business or employer which is not authorised by the SRA including any separate business, as being regulated by the SRA
8.11
You ensure that clients understand the regulatory protections available to them
