Are You Really Sure Your Solicitor Is Fully Representing You?
- the person for whom you act and, where the context permits, includes prospective and former clients;
- in Parts 1-6 of the SRA Accounts Rules, the person for whom you act; and
- in the SRA Financial Services (Scope) Rules, in relation to any regulated activities carried on by a firm for a trust or the estate of a deceased person (including a controlled trust), the trustees or personal representatives in their capacity as such and not any person who is a beneficiary under the trust or interested in the estate.
- having a written complaints procedure which:
- is brought to clients’ attention at the outset of the matter;
- is easy for clients to use and understand, allowing for complaints to be made by any reasonable means;
- is responsive to the needs of individual clients, especially those who are vulnerable;
- enables complaints to be dealt with promptly and fairly, with decisions based on a sufficient investigation of the circumstances;
- provides for appropriate remedies; and
- does not involve any charges to clients for handling their complaints;
- providing the client with a copy of the firm’s complaints procedure on request;
- in the event that a client makes a complaint, providing them with all necessary information concerning the handling of the complaint.