9. Providing Services to the Public Flashcards
What is the first thing you must identify in any matter?
Who you are acting for
Informing Client of Regulation
What things must you inform the client of at the outset?
- How the services are regulated
- How this affects protection available to the client
- Which activities will be carried out by you
Informing Client of Regulation
What must you not hold out your business as being?
Authorised by the SRA when this is not the case
Keeping Client Informed About the Matter
How must you give information to clients?
In a way they undertand such that you ensure they are able to make informed decisions
Keeping Client Informed About the Matter
What must a client be able to make informed decisions about?
- The services they need
- How they matter will be handled
- The options available to them
Keeping Client Informed About the Matter
How is communication of information to a client likely to be tested?
Client complains they didn’t understand the letter
Keeping Client Informed About the Matter
What information must a client receive about pricing?
The best available information about:
- How the matter will be priced
- Likely overall cost, both at engagement and as matter progresses
Keeping Client Informed About the Matter
What must you do if it becomes apparent initial costs will increase?
Notify the client and do not wait until the end of the matter
Complaints Handling
What three things must a client be informed of in writing at the outset?
- The right to complain
- How and to whom complaints can be made
- The right to complain to the Legal Ombudsman
Complaints Handling
When also must you inform the client in writing of the right to complain to the Legal Ombudsman, the timeframe for doing so, and full contact details for the LO?
When a client’s complaint has not been resolved to their satisfaction within eight weeks
Complaints Handling
What three things must a client be informed of if your complaints process is exhausted after the eight week period?
- That you cannot resolve the complaint
- Name and website of appropriate dispute resolution body
- Whether you agree to use the scheme operated by that body
Complaints Handling
How should complaints be handled?
Promptly, fairly, and free of charge
Publicity
What must you ensure that publicity in relation to your practice is not?
Inaccurate and misleading
Publicity
Is public advertising e.g. on billboards allowed?
Generally, yes
Publicity
What can you not do?
- Make unsolicited approaches to members of the public in order to advertise legal services
- Advertise in a targeted or intrusive way
