For clients
Understanding your Client Care Letter
Your Client Care Letter records the service your solicitor has agreed to provide and the practical terms of the relationship. Read it before signing and ask about anything that is unclear.
This guide explains common features of a Client Care Letter. The wording and documents used by your solicitor may differ, so ask the firm about your own matter.
01
What the letter does
The letter should explain the work the solicitor will do, who will handle it and what the firm needs from you. It may sit alongside separate terms of business, privacy information or other documents.
A useful letter is specific to your matter. It should help you understand the service rather than simply list legal terms. Keep a copy because you may need to refer to the agreed scope, costs or contact details later.
- The legal work the firm has agreed to carry out.
- Anything important that is outside the agreed work.
- The person responsible for your matter and how to contact them.
- What the firm needs you to do next.
02
Check the costs and how they may change
Look for the fee estimate or basis of charging, likely expenses paid to other organisations and any VAT. The letter should also explain circumstances that could change the cost and how the firm will tell you if that happens.
If a figure or charging method is unclear, ask for an example. It is better to resolve a costs question at the beginning than try to reconstruct the agreement later.
- The estimated or fixed legal fee and whether VAT is included.
- Disbursements or third-party charges you may need to pay.
- Payment dates, money on account and billing arrangements.
- Events that could increase the work or cost.
03
Look at timescales and responsibilities
Some legal work depends on courts, lenders, public bodies or another party, so the firm may give an estimate rather than a fixed completion date. The letter should still explain the likely stages and any immediate action you need to take.
Check how the firm will communicate with you and how quickly you are expected to respond. Tell the solicitor if you need information in another format or if a deadline may be difficult.
- The likely stages and timescale for the work.
- Documents or decisions the firm needs from you.
- How progress updates will be provided.
- Any important deadline or dependency.
04
Before you sign
Confirm that your name, matter details and agreed work are correct. Read the complaints information and note who to contact if you are unhappy with the service. Signing usually confirms that you accept the terms set out by the firm.
Do not sign simply because the document arrived in a digital checklist. Ask the solicitor to explain anything you do not understand. If the letter is replaced or updated, check what changed and keep the signed copy that applies to you.
- Check your details and the description of the matter.
- Confirm that the scope and costs match what you discussed.
- Read the cancellation and complaints information.
- Save your signed copy and any later update.
Questions clients and firms ask
Is a Client Care Letter a contract?
It commonly records important terms of the solicitor-client relationship and may form part of the contract with the firm. Read the letter and any accompanying terms, then ask the firm how its documents work together.
What should I do if the costs are unclear?
Ask the solicitor for a clear breakdown, including VAT, likely third-party charges and the circumstances that could change the estimate.
Should each client receive their own letter?
The firm should make sure each client receives and accepts the terms that apply to them. On a multi-client matter, ask the firm how separate copies and signatures are handled.
