Client Care Flashcards
What must solicitors provide to clients under Paragraph 8.6 of the SRA Code of Conduct?
A) Only legal arguments relevant to their case
B) Clear information on services, handling of their matter, and available options
C) Only costs information at the start of the engagement
D) Updates only if the client requests them
B) Clear information on services, handling of their matter, and available options
What does Paragraph 8.7 of the SRA Code of Conduct require regarding costs?
A) Provide an estimate at the start and update only if costs increase by more than 50%
B) Inform the client about costs only if the case is complex
C) Provide cost information at the start and throughout the matter
D) Charge clients without explaining the fee structure
C) Provide cost information at the start and throughout the matter
What legislation governs data protection for solicitors in the UK?
A) Freedom of Information Act 2000
B) GDPR, Data Protection Act 2018, and UK GDPR
C) Financial Services Act 2012
D) Human Rights Act 1998
B) GDPR, Data Protection Act 2018, and UK GDPR
What qualifies as personal data under GDPR?
A) Any publicly available information
B) Information that directly or indirectly identifies a living person
C) Only financial records
D) Information about deceased persons
B) Information that directly or indirectly identifies a living person
What information must be provided at a client’s first interview according to the Law Society?
A) The name and status of the solicitor, interview costs, and complaints procedure
B) A full case strategy and list of potential outcomes
C) Court deadlines and trial procedures
D) A waiver preventing the client from switching solicitors
A) The name and status of the solicitor, interview costs, and complaints procedure
What is the primary purpose of a Client Care Letter?
A) To outline the solicitor’s qualifications
B) To establish a retainer and provide regulatory information to the client
C) To summarise previous cases the solicitor has handled
D) To prevent the client from seeking legal advice elsewhere
B) To establish a retainer and provide regulatory information to the client
What right does a client have under the Consumer Contracts Regulations 2013 if they engage a solicitor remotely?
A) No right to cancel once the retainer is signed
B) The right to cancel within 14 days
C) The right to cancel only if the solicitor agrees
D) No rights under this regulation
B) The right to cancel within 14 days
What is a Conditional Fee Agreement (CFA)?
A) A ‘no win, no fee’ arrangement where the client pays only if they win
B) A fixed fee agreement covering all legal costs
C) A mandatory upfront payment
D) A billing structure based on the client’s income
A) A ‘no win, no fee’ arrangement where the client pays only if they win
What is a damages-based agreement?
A) The client pays a fixed fee upfront
B) The solicitor receives a percentage of the client’s compensation if they win
C) The client pays only court costs
D) The solicitor works for free unless instructed otherwise
B) The solicitor receives a percentage of the client’s compensation if they win
What must a solicitor do before accepting a new client?
A) Conduct a conflict check to ensure no conflict of interest exists
B) Begin work immediately to avoid delays
C) Notify the SRA before taking instructions
D) Ensure the client agrees to pay all legal fees in advance
A) Conduct a conflict check to ensure no conflict of interest exists
When must solicitors conduct Customer Due Diligence (CDD) under the Money Laundering Regulations 2017?
A) Only when handling large financial transactions
B) When establishing a business relationship or suspecting money laundering
C) Only for high-profile clients
D) If the client requests additional verification
B) When establishing a business relationship or suspecting money laundering
What is the primary requirement for verifying a client’s identity under CDD?
A) Checking social media profiles
B) Obtaining reliable documents like a passport and utility bill
C) Relying on verbal confirmation from the client
D) Accepting any form of identification without verification
B) Obtaining reliable documents like a passport and utility bill
What must solicitors provide in writing at the start of engagement under CCS 8.3?
A) The client’s right to complain and details of the complaints procedure
B) A list of all possible legal strategies
C) A non-disclosure agreement
D) A clause stating the solicitor’s decision is final
A) The client’s right to complain and details of the complaints procedure
What is the main purpose of a well-drafted client care letter?
A) To meet regulatory requirements, improve communication, and reduce complaints
B) To increase billable hours
C) To limit the client’s legal rights
D) To summarise general legal principles
A) To meet regulatory requirements, improve communication, and reduce complaints
When should law firms conduct conflict of interest checks?
A) Only at the start of the solicitor-client relationship
B) At the beginning and during the progression of the matter
C) Only for cases involving financial disputes
D) Only if the client requests a check
B) At the beginning and during the progression of the matter
Can a solicitor directly contact members of the public to offer legal services under the SRA Code of Conduct?
A) No, unsolicited approaches to the public are prohibited
B) Yes, as long as they disclose their firm’s contact details
C) Yes, but only for criminal law matters
D) No restrictions apply to advertising legal services
A) No, unsolicited approaches to the public are prohibited
What is required regarding a solicitor’s service to clients under CCS 3.2?
A) The service must be competent and delivered in a timely manner
B) The solicitor can delay work as long as they provide a justification
C) The service level is at the solicitor’s discretion
D) Only the firm’s senior partner needs to ensure competence
A) The service must be competent and delivered in a timely manner
Scenario: A solicitor meets a new client for the first time. The client seems confused about the process and options available to them.
Under Paragraph 8.6 of the SRA Code of Conduct, what should the solicitor do?
A) Only provide information if the client asks questions
B) Ensure the client understands their options and how the matter will be handled
C) Wait until legal proceedings begin before explaining the client’s rights
D) Focus only on legal arguments and avoid explaining processes
B) Ensure the client understands their options and how the matter will be handled
Scenario: A solicitor takes on a new client for a legal matter. The client later complains they were not informed about costs at the start of the engagement.
What should the solicitor have done under Paragraph 8.7 of the SRA Code of Conduct?
A) Wait until the case concludes to inform the client of total costs
B) Provide clear cost information at the start and throughout the engagement
C) Only discuss costs if the client asks about them
D) Avoid mentioning additional fees until the client is billed
B) Provide clear cost information at the start and throughout the engagement
Scenario: A solicitor’s firm stores client information electronically. A client asks for details about what data the firm holds about them.
Under GDPR and the Data Protection Act 2018, what must the solicitor do?
A) Refuse to provide information for confidentiality reasons
B) Provide the requested data as required under GDPR
C) Only release data with a court order
D) Charge the client a significant fee before releasing any information
B) Provide the requested data as required under GDPR
Scenario: A client attends their first interview at a solicitor’s office.
According to the Law Society’s guidance, what information must the solicitor provide?
A) The name and status of the person conducting the interview, costs for the interview, and complaints procedure
B) A detailed case strategy before taking instructions
C) Information about other law firms offering similar services
D) A waiver stating the solicitor is not responsible for incorrect advice
A) The name and status of the person conducting the interview, costs for the interview, and complaints procedure
Scenario: A solicitor agrees to represent a client over the phone and sends a retainer agreement via email. The client later decides they no longer want to proceed.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, what right does the client have?
A) No right to cancel once the agreement is signed
B) The right to cancel the agreement within 14 days
C) The right to cancel only if the case has not yet started
D) No rights under this regulation as it only applies to businesses
B) The right to cancel the agreement within 14 days
Scenario: A solicitor is representing a client in a personal injury claim. The client is concerned about upfront legal costs.
What type of fee arrangement might the solicitor suggest?
A) A fixed fee payable upfront
B) A damages-based agreement or a ‘no win, no fee’ conditional fee agreement
C) A monthly retainer regardless of case outcome
D) A full hourly rate payment with no exceptions
B) A damages-based agreement or a ‘no win, no fee’ conditional fee agreement
Scenario: A solicitor contacts members of the public to offer legal services related to personal injury claims.
Under Paragraph 8.9 of the SRA Code of Conduct, is this permitted?
A) Yes, as long as the solicitor provides truthful information
B) No, solicitors cannot make unsolicited approaches to members of the public
C) Yes, but only if the solicitor works for a large firm
D) No, unless the solicitor is a barrister
B) No, solicitors cannot make unsolicited approaches to members of the public
