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CQS Client Care Policy – Pledges

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Not all CQS Client Care policy templates contain ‘Pledges’. This may be due to the fact that such a policy is internal. I came across a policy to review last week that contained the following assurances:

As a CQS accredited firm we will:

  • Provide conveyancing services in a welcoming and comfortable setting.
  • Provide flexible appointment schedules.
  • Establish the expected level of service with clients beforehand.
  • Advocate for clients’ best interests.
  • Maintain a professional demeanor at all times.
  • Demonstrate respect and courtesy in all interactions.
  • Ensure fair treatment of all clients.
  • Communicate openly and honestly.
  • Offer clear and comprehensible legal guidance to clients.
  • Draft letters to clients using plain English and clarify any legal terminology or references.
  • Ensure that clients comprehend the implications of their actions (including the potential for success or loss) and the anticipated costs involved.
  • Maintain confidentiality regarding clients’ affairs.
  • Adhere to the Data Protection Act 2018 to protect clients’ data and process any data-related requests within the specified timeframe.
  • Guarantee the availability of the necessary resources and expertise to handle all matters.
  • Keep clients informed about the progress of their case and significant dates related to the matter.
  • Furnish clients with the most precise cost information at each stage of the conveyancing process.
  • Deliver a timely response to all telephone calls, emails, and correspondence.
  • Deal with any questions or queries promptly.
  • If the solicitor representing the client cannot keep an appointment, inform the client as soon as possible and offer the opportunity to see someone else or to reschedule the appointment.
  • Comply with the Solicitors’ Code of Conduct 2011 and other relevant regulatory requirements.
  • Inform clients of the availability of our complaints procedure.
  • Provide necessary accommodations for disabled clients. Our premises have been specifically adapted to provide access, meeting facilities, and toilet facilities for disabled clients. In cases where special needs or disabilities prevent access to our premises, we will take reasonable steps to make suitable arrangements. We can also provide our documents in large type if requested. Although interpreters have not yet been necessary, a suitably qualified person will be engaged or consulted if necessary.
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