JOINT PRESS RELEASE
Research shows room for improvement on Client Care Letters
New research commissioned by legal regulators and the Legal Services Consumer Panel (LSCP) has identified principles to help legal services providers better communicate with their clients.
Client Care Letters are required of all regulated professionals providing legal services.
The independent researchers have recommended eight key principles for preparing effective Client Care Letters. They are:
1. Show a clear purpose
2. Keep it concise
3. Put it in plain English
4. Prioritise information
5. Personalise information
6. Make it easy to read
7. Highlight key information
8. Consider additional opportunities to engage clients
These principles have been developed by the independent researcher (Optimisa) following the ‘Research into Client Care Letters’ report commissioned by the regulators and LSCP. The findings, published today, show that Client Care Letters are often not as effective as they should be, in making sure that clients understand the work that is being carried out on their behalf, or in outlining what is required of them.
The individual regulators will take account of these principles and the more detailed findings from the research to inform their work with the professionals that they regulate.
Welcoming the initiative, the Chair of the Legal Services Consumer Panel, Elisabeth Davies said: “Client Care Letters are mostly ineffective at conveying the information consumers prioritise, such as information on cost, timescales, and basic client-relation contact details. Worryingly, the research also shows that Client Care Letters do not meet the needs of vulnerable consumers. There is an urgent need for Approved Regulators to rise to the challenge of supporting providers to deliver improved communication to consumers. We will continue to work with Approved Regulators on this agenda. The findings of this research must now inform a well-considered and targeted approach to addressing the communication needs of consumers, vulnerable consumers included.”
You can read ‘Research into Client Care Letters’ report here.
Notes for editors:
About the research
The ‘Research into Client Care Letters’ report was carried out on behalf of the consortium by Optimisa over the summer of 2016.
About the eight key principles to improve Client Care Letters
About the Legal Services Consumer Panel
The Legal Services Consumer Panel was created by the Legal Services Act 2007 and started work on 1 November 2009. The Panel is an independent arm of the Legal Services Board and is made up of eight lay members whose appointments were approved by the Lord Chancellor.
About the frontline legal services regulators
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