Client Care

Question 1

What must you do before accepting instructions?

Answer 1

Identify your client - CCS 8.1

• Verify their identity
• Check that they have authority to be giving you instructions - CCS 3.1

Question 2

When must you not accept instructions?

Answer 2

• When acting would involve you in a breach of the law or the Codes
• When it is outside your expertise or you are too busy to take on the matter

Question 3

What is the purpose of a client care letter?

Answer 3

To help the client understand the terms and conditions under which you are acting.

It also sets out certain points in writing, as required by the Codes e.g right to make a complaint.

Question 4

What is a good reason for terminating a retainer with a client?

Answer 4

• You cannot obtain clear instructions
• To carry on would break the law or breach the Codes
• The client has failed to pay its bills