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How to enhance the client experience part 3: The common client care letter pitfalls most SME law firms face and how to overcome them  

Category: Blog, Practice Management, Staying Compliant 31st January 2025

A well-crafted client care letter (CCL) is essential for setting clear expectations, ensuring compliance with SRA regulations, and enhancing the overall client experience. However, many SME law firms struggle with common pitfalls that can lead to miscommunication, client dissatisfaction, and even regulatory issues. 

 In this guide, we explore the most frequent mistakes law firms make when drafting client care letters and how to overcome them to improve efficiency, compliance, and client satisfaction. 

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

1. Using complex legal jargon 

The pitfall 

Many client care letters contain overly complex legal terminology that can confuse clients and make key information difficult to understand. If a client does not fully grasp the contents of the letter, they may misinterpret important details about costs, timelines, and responsibilities. 

How to overcome it 

  • Use plain English: Ensure your client care letter is written in a clear and accessible way, avoiding unnecessary legal jargon. 
  • Break down key information: Use bullet points, subheadings, and short paragraphs to make the letter easy to navigate. 
  • Test readability: Before sending out letters, check readability scores or ask non-legal staff to review them for clarity. 

2. Failing to tailor letters to individual clients 

The pitfall 

Many firms rely on generic client care letter templates without customisation, leading to vague or irrelevant information. This can make clients feel undervalued and lead to misunderstandings about the legal process. 

How to overcome it 

  • Use document automation: Osprey Approach allows firms to auto-populate client care letters with personalised client details, ensuring accuracy while saving time. 
  • Segment templates by case type: Create different CCL templates for different types of matters to ensure relevance. 
  • Add a personal touch: Address the client by name and reference specific details about their case to make the letter feel more personal. 

3. Lack of transparency in costs and fees 

The pitfall 

Clients often complain that law firms do not provide clear information about costs, leading to disputes and dissatisfaction later in the case. The SRA requires firms to clearly outline costs in their client care letters, yet many still fail to do so effectively. 

How to overcome it 

  • Break down costs clearly: Clearly explain hourly rates, fixed fees, disbursements, and potential additional charges. 
  • Provide a cost estimate: Where possible, include a transparent estimate of costs and details about how they may change. 
  • Accurate fee details and transparent billing: Osprey Approach helps firms easily incorporate accurate fee details into client communications by using the integrated document management system. This ensures that fees are clearly presented in the client care letter, minimising the risk of errors and promoting transparency.” 

4. Not setting clear expectations for communication and case progress 

The pitfall 

Clients often feel frustrated when they don’t know when or how they will be updated about their case. A vague or missing communication plan in the CCL can lead to confusion and unnecessary follow-ups. 

How to overcome it 

  • Outline expected response times: Specify how often clients will receive updates and the best way to contact their solicitor. 
  • Use a client portal: Osprey’s secure client portal allows firms to share case updates in real time, improving transparency. 
  • Set realistic timelines: Provide an estimated case duration and any key milestones clients should be aware of. 

5. Failing to include all regulatory and compliance details 

The pitfall 

An incomplete client care letter can result in SRA non-compliance, exposing firms to regulatory scrutiny. Key compliance details, such as complaints procedures and regulatory disclosures, are sometimes overlooked. 

How to overcome it 

  • Ensure compliance with the SRA Code of Conduct: Include all necessary compliance information, such as details on complaints handling and regulatory obligations. 
  • Use workflow automation: Osprey Approach enables firms to create compliance-driven workflows that ensure every letter includes required regulatory details. 
  • Regularly review templates: Update client care letter templates in line with regulatory changes to stay compliant. 

Improving client care letters with the right tools 

By addressing these common pitfalls, SME law firms can enhance client satisfaction, improve compliance, and streamline operations. Using legal software like Osprey Approach helps firms standardise and automate client care letters, reducing errors and ensuring every communication meets regulatory and client expectations. compliant with Osprey Approach’s comprehensive conflict-checking features. 

Book a consultation to discover how Osprey Approach can help you effectively complete client and matter risk assessments across your teams. 

For further advice and best practices you can view parts one and two of our SRA Accounts Rules guides.

Disclaimer 

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