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Lexcel Client Care Toolkit, 3rd Edition

Lexcel Client Care Toolkit, 3rd Edition

Author: The Law Society
Publisher: Law Society Publishing
ISBN: 9781784460402

Previous Edition ISBN: 9781907698101
Published In: October 2015
Format: Paperback + CD-ROM
Jurisdiction: U.K. ? Disclaimer:
Countri(es) stated herein are used as reference only

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Description
Contents

Details

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.

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.