How to enhance the client experience part 1: A guide to creating a client care letter  

Category: Blog, Legal Accounting, Staying Compliant 30th January 2025

Creating a client care letter is a crucial step in enhancing the client experience and ensuring regulatory compliance. This letter establishes clear communication between law firms and clients, helping to manage expectations from the outset. With the SRA’s strict guidelines on client communication, creating a thorough and compliant client care letter is essential.  

This guide will explore the key elements of a client care letter, the information required by the SRA, and how digital tools can help streamline the process while maintaining high standards. 

For more information, please visit the SRA client care letter here.

Why client care letters are essential 

A client care letter is one of the first pieces of formal communication a client receives from your firm, and it plays an important role in setting expectations.

As David Rawson from InfoTrack aptly puts it in episode 2 of our Build Better Habits series, “This is the first formal engagement you’re going to have with your client, and it’s going to set you up for future success. It’s not just a piece of admin, it’s actually the first time you get to show off your skills and your ability to communicate something formal in a smart, clear, concise, and effective way. It sets up the whole partnership.” 

It should outline how the firm will manage the client’s matter, what the client can expect in terms of costs, and the steps involved in the legal process. It also serves as a record of the terms of engagement between the firm and the client. 

Creating clear, well-organised, and compliant client care letters can enhance the client experience, ensuring that clients are informed and confident in your firm’s services. It also helps your firm meet the regulatory requirements laid out by the Solicitors Regulation Authority (SRA), specifically the SRA Code of Conduct. 

SRA guidelines on client care letters 

The SRA’s Code of Conduct requires that solicitors must ensure clients understand the nature of the legal services provided and their costs. The client care letter must outline critical information to ensure transparency and avoid misunderstandings. 

According to the SRA, the client care letter must include: 

  • The scope of work: This should clearly outline the work the firm will be doing for the client and set out the objectives of the engagement. 
  • Costs and billing arrangements: Be specific about the costs involved, including hourly rates or fixed fees, payment structures, and any potential additional costs that may arise during the matter. 
  • Timeframes: Provide an estimate of how long the matter will take, keeping the client informed of expected milestones. 
  • Client responsibilities: Specify any actions or information required from the client, as well as their responsibilities during the matter. 
  • Contact details and communication: Ensure that clients know how to contact the firm and who to communicate with during the course of the matter. 

Meeting these SRA requirements ensures transparency, protects the firm from misunderstandings, and strengthens the client relationship. 

How to enhance the client experience with client care letters 

To ensure that conflict checks are thorough and effective, firms should A well-crafted client care letter not only ensures compliance with SRA rules but also improves the overall client experience. Here’s how you can enhance the client experience while ensuring your letters meet the necessary standards: 

Ensure consistency across your firm 

Consistency is key to providing a uniform client experience. By standardising the format and content of your client care letters, you can ensure that all clients receive clear and accurate information. You can create approved templates that adhere to the SRA’s guidelines, ensuring that every team member uses the same structure and language when preparing client letters. 

Using document management tools, you can store and easily access your firm’s client care letter templates, ensuring all lawyers and support staff are using the most up-to-date version of the letter. Automating the process reduces the risk of error and ensures that every client receives a well-prepared document. 

Streamline client onboarding 

A smooth client onboarding process is crucial for enhancing client satisfaction. By using digital tools such as case management software, you can streamline the creation and delivery of client care letters. These tools allow you to auto-populate client information, saving time and reducing the risk of data entry errors. 

Additionally, firms can share client care letters via secure web portals, allowing clients to access and sign the letter digitally. This can be particularly useful for busy clients, who can view the document at their convenience and sign it electronically. 

Make compliance easy with automation 

Maintaining compliance with the SRA guidelines can be challenging, especially when dealing with multiple clients. However, digital tools can simplify the process by automating much of the administrative work. For example, automated workflows within case management systems can include tasks such as sending the client care letter and capturing necessary client approvals. 

Automation ensures that every client receives the necessary documents, and that the process follows your firm’s internal procedures. This makes it easier to maintain compliance, ensure transparency, and reduce the risk of missing key steps. 

Software features that help law firms create quality client care letters: 

  • Document management: Efficiently store and access client care letter templates to ensure consistency across the firm. 
  • Auto-populate data: Digital tools can automatically fill in client information, saving time and reducing the chances of human error. 
  • Automated workflows: Pre-configured workflows can ensure that client care letters are sent out at the appropriate time in the client onboarding process, helping to standardise the process across the firm. 
  • Secure web portals: Share documents securely with clients and allow them to access their letters and case updates from a centralised platform. 
  • E-signatures: Use e-signature integrations like DocuSign to allow clients to sign documents digitally, saving time and enhancing the client experience. 

Whether you’re sending a letter via secure portal or capturing client signatures electronically, the right tools can help improve efficiency, reduce errors, and ensure your clients are well-informed from the outset. 

What information is required in a client care letter? 

To remain compliant with the SRA’s guidelines, your client care letter must include the following key information: 

  • Scope of work: A clear description of the services you will provide to the client. 
  • Costs and fees: An outline of how much the work will cost, including any potential additional charges. 
  • Timeframes: An estimate of how long the legal work will take. 
  • Client responsibilities: Any action or information that the client must provide. 
  • Communication and contact details: How clients can reach your firm and communicate with relevant parties. 

For more detailed guidance, the SRA’s website offers a full breakdown of what should be included in a client care letter to ensure compliance. 

How to create a compliant client care letter that enhances client experience 

Creating a client care letter is an essential part of providing excellent client service and ensuring regulatory compliance. By following the SRA’s guidelines, using standardised templates, and incorporating automated systems, your firm can streamline the client care process while enhancing the client experience.

Book a consultation to discover how Osprey Approach can help you effectively complete conflict of interest checks.  

For further advice and best practices you can view parts one and two of our SRA Client Care Letter guides. 

Disclaimer  

This guide is for informational purposes only and does not constitute legal advice. For detailed guidance on the SRA Conflict of Interest Rules, please visit the official Solicitors Regulation Authority website.