Lexcel Client Care Toolkit 3rd ed

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Lexcel Client Care Toolkit 3rd ed

Vicky Ling, Fiona Westwood

ISBN13: 9781784460402

Previous Edition ISBN: 9781907698101

Published: October 2015

Publisher: Law Society Publishing

Country of Publication: UK

Format: Paperback & CD-ROM

Price: Out of print

Save time and money by creating your own client care policies using the templates in this invaluable toolkit. They offer a fast and straightforward way to draw up bespoke policies tailored to your firm’s needs.

The Lexcel Client Care Toolkit contains a range of template client care policies to help you achieve best practice (with or without Lexcel accreditation).

The third edition of this popular toolkit has been comprehensively revised and updated to include:

a completely revised and expanded chapter on delivering and improving client care
revised client care standard letter paragraphs for conveyancing, employment, litigation and family
a new chapter on SRA and Lexcel 6 compliance
new sections on equality and diversity and a checklist for delivering accessible services
a new chapter on SRA competences for client care.

In addition, it includes new information on how to manage client services, processes and compliance with practical checklists and suggested standard paragraphs, as well as guidance on how to create a culture to improve client relationships in both the short and long term.

All of the documents are provided on the book’s accompanying CD-ROM, enabling you to customise them as needed.

Subjects:: Legal Practice Management

Contents:: Preface; 1. Introduction: delivering and improving client care; Annex 1A: Client care policy; Annex 1B: Cost update letter; Annex 1C: Client satisfaction survey; Annex 1D: Client review checklist; 2. Compliance, SRA and Lexcel; Annex 2A: Consumer contracts – information about the exercise of the right to cancel; Annex 2B: Consumer contracts cancellation form; Annex 2C: Law Society’s Equality and Diversity Toolkit; Annex 2D: Issues to consider in relation to equality and diversity; 3. Competence; Annex 3A: SRA example development plan; Annex 3B: SRA example development record; 4. Complaints: avoiding and handling; Annex 4A: Complaints clause for client care letter; Annex 4B: Initial risk assessment checklist/notification form; Annex 4C: Complaints response letter; 5. Client care letter – conveyancing; 6. Client care letter – employment; 7. Client care letter – family; 8. Closing letter; 9. Change of matter handler letter; 10. Terms of business for conveyancing; 11. Terms of business for litigation; Appendix A: Lexcel v6 case management checklist; Appendix B: Lexcel v6 self-assessment checklist.