What is in a CQS Client Care Policy?

The 2022 version of the CQS Core Practice Management Standards (CPMS) mandates that CQS firms establish a policy addressing client care (s6.1).

So what does a CQS Client Care Policy Include?

As will all policies, the CQS Client Care Policy will need to be drafted or adapted based on the specific approach that your firm takes towards client care. There are multiple services offering a pre-designed and customisable CQS Client Care Policy that lets the SRO or policy owner adjust the document.

One CQS Client Care Policy template that I came across recently contains the following table of content:

Purpose and objectives of the Client Care Policy
Competence and client acceptance
Conveyancing quotations
Confidentiality
Dress and demeanour
Commitment
Responsiveness and managing expectations
Courtesy
Reasonable adjustments for vulnerable clients
Referring client to third parties
Updated Ts & Cs – s.8.3 SRA Code of Conduct

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