The client care letter sets the terms of the retainer at the outset — what the solicitor will do, what it will cost, and where the client stands.
Get the opening letter wrong and problems follow the retainer to its end, from fee disputes to complaints and negligence claims. This chapter starts with what a client care letter is for and the Code of Conduct requirements that underpin it, then moves to identifying who the client actually is and pinning down the scope of the work. The largest part deals with money: the basis of charging, fixed fees, estimates and caps, VAT, disbursements and funding options, followed by the costs risks of litigation and the statutory time limits for having a bill assessed. It closes with supervision and complaints information — including the distinct roles of the Legal Ombudsman and the SRA — the limits on excluding liability and minimum insurance cover, and the provisions on conflicts, termination, retention of the file and holding client money.
