A client care letter is one of the most important documents a solicitor sends. It sets out the terms of the retainer, manages expectations from day one, and — done well — it builds trust. Done poorly, it creates complaints, disputes over fees, and disciplinary headaches. Yet many firms still treat it as a box-ticking exercise rather than the valuable client communication tool it really is.

This guide covers what the SRA requires, how to structure a client care letter that actually serves your clients, and the common mistakes that lead firms into trouble.

What the SRA Requires

The SRA Standards and Regulations 2019 — specifically the SRA Code of Conduct for Solicitors — impose clear obligations around client information at the outset of a matter. Under paragraph 8.6 of the Code, you must ensure clients receive the best possible information about the likely overall cost of the matter, both at the outset and as the matter progresses.

More broadly, paragraph 8.7 requires you to give clients information in a way they can understand, so they can make informed decisions. This isn’t just about dumping information onto a client — it’s about communicating clearly.

The specific information you must provide at the outset includes:

Your charges — whether fixed fee, hourly rate, or a combination, along with any disbursements
How and when you will bill — billing frequency and payment terms
Funding options — including whether legal aid is available for the matter
Your complaints procedure — including the Legal Ombudsman’s contact details
Who will carry out the work — the fee earner responsible and their supervisor
Your regulatory status — confirmation that you are authorised and regulated by the SRA

Failure to comply with these requirements leaves firms exposed. The Legal Ombudsman’s annual data consistently shows that costs disputes account for around 25–30% of all complaints received. In the majority of those cases, the underlying issue is inadequate information given at the start of the retainer.

What Must Be in Writing

The SRA does not prescribe a specific format for client care information, but best practice — and the expectation of the Legal Ombudsman — is that it is provided in writing and retained on the file. A verbal run-through of your terms is not a substitute for a written client care letter.

Structuring Your Client Care Letter

A well-structured client care letter reads as a coherent communication to the client, not a legal document designed to protect the firm. That said, it must still cover everything required. Here is a structure that works in practice.

Opening Paragraph: Confirm the Instruction

Start by confirming what you have been instructed to do, in plain English. Be specific. “We write to confirm our instructions to act on your behalf in connection with your purchase of the residential property at 14 Acacia Avenue, Manchester” is far more useful than “We confirm our instructions to act for you in this matter.”

This opening does two things: it gives the client immediate reassurance that you have understood their instructions, and it defines the scope of the retainer — which matters enormously if a dispute arises later about what was and was not included.

Section 2: The People Handling Your Matter

Name the fee earner with conduct of the matter, their position, and their direct contact details. Name the supervising partner. Many clients are confused or anxious about who is actually dealing with their case — a clear, named introduction helps enormously.

Where the matter is likely to involve other members of the team (trainee solicitors, paralegals, costs draftsmen), say so. Some clients are perfectly happy with this; others want to know upfront that their case will not be handed to a trainee. Either way, they should be told at the outset, not after they have discovered it.

Section 3: Our Charges

This is the section clients read most carefully, and the one that causes most complaints. Be clear and be specific.

If you charge by the hour, state the hourly rate. If the matter involves multiple fee earners at different rates, list each one. State that VAT is charged at the current rate and confirm the current rate. Do not assume clients understand that VAT applies.

If you are offering a fixed fee, state the fee clearly and define exactly what it covers. List the services included and — equally important — what would fall outside the fixed fee and trigger an additional charge. “Fixed fee of £950 plus VAT for a standard residential conveyance, including Land Registry searches, but excluding additional searches, mortgage redemption, or any unforeseen complications” is honest and useful.

Provide a realistic cost estimate if you cannot quote a fixed fee. Paragraph 8.6 of the SRA Code requires you to give clients the best possible information about the likely overall cost. This requires effort — review your file history for comparable matters, consider the specific complexities of this case, and give a genuine estimate with a realistic range. An estimate of “£5,000 to £50,000 depending on how the matter proceeds” is not compliant.

Section 4: Billing and Payment

State when and how you will invoice. Monthly billing on account? At the end of the matter? Stage payments? Be clear. Clients should not receive an invoice without warning.

Set out your payment terms — typically 30 days — and state what happens if invoices are not paid. If you reserve the right to stop work in cases of non-payment, say so. Clients who are told this upfront are far less likely to dispute it later.

Where you are holding money on account, confirm this explicitly: “We are holding £2,500 on account of costs and disbursements. We will send you a full breakdown with each invoice showing how this money has been applied.”

Section 5: Legal Aid and Other Funding Options

Even if the client is paying privately, you are required to advise them of any other funding options that may be available. For most privately funded matters, this means confirming you have considered whether legal aid could apply (and explaining why it cannot, if that is the case) and whether the client has relevant insurance coverage, such as after-the-event insurance or before-the-event cover under a household or motor policy.

The Legal Aid Agency’s scope of funded work has contracted significantly over recent years, but legal aid remains available for certain immigration matters, family cases involving domestic abuse, and some civil matters under the exceptional case funding scheme. Check the current scope carefully.

Section 6: Timescales

Give an honest indication of how long the matter is likely to take. For conveyancing, most clients have a specific target completion date in mind; acknowledge it and say whether it is realistic. For litigation, give a realistic estimate of the litigation timeline.

Clients who have unrealistic expectations about timescales become difficult clients. Resetting expectations early — even when that means delivering unwelcome news — is far better than managing a client who calls every day asking why their case has not resolved in six weeks.

Section 7: What We Need From You

List the practical things you need from the client: documents, ID for AML purposes, authority letters, and so on. Explain the AML identification requirements briefly — many clients are surprised to be asked for photo ID and proof of address. A brief explanation (“anti-money laundering regulations require us to verify the identity of all clients before we begin work”) prevents awkwardness and reduces the friction of the ID verification process.

Section 8: Your Right to Complain

This section is not optional. Under the SRA Code, you must give clients information about their right to complain and the process for doing so. Provide:

The name of the person who handles complaints at your firm
How to make a complaint and what happens next
That they have the right to refer unresolved complaints to the Legal Ombudsman after eight weeks
The Legal Ombudsman’s contact details: PO Box 6167, Slough, SL1 0EH; 0300 555 0333; enquiries@legalombudsman.org.uk
That they may also be able to report regulatory concerns to the SRA

Do not hide this section at the back of a lengthy letter in small print. Clients who know how to complain — and trust that their complaint will be handled fairly — are more likely to raise concerns early, which gives you the chance to address them before they escalate.

Common Mistakes to Avoid

Vague Costs Estimates

The most common client care failure. “We estimate the total cost will be between £1,000 and £10,000 depending on the complexity of the matter” is meaningless. Work harder to give a genuine estimate.

Failing to Update

The SRA Code requires you to update clients when you become aware that the costs estimate will be exceeded. Many firms give a careful initial estimate and then never revisit it. When the final bill arrives at three times the estimate, the client has grounds for complaint even if the extra work was genuinely necessary.

Using Impenetrable Jargon

Client care letters stuffed with legal terminology (“the retainer,” “disbursements,” “without prejudice,” “costs in the cause”) mean nothing to most clients. Plain English is not just good practice — paragraph 8.7 of the SRA Code requires it.

Sending Before the Client Has Instructed

Some firms send client care letters so early in the process that the client has not yet definitively decided to instruct them. The letter then sits unread. Wait until the client has confirmed they wish to proceed, then send promptly — within one to two days of receiving instructions.

Ignoring the Scope

If the client later asks you to do something outside the defined scope of the retainer, write again to confirm the extended scope and any change to the cost estimate. A single client care letter at the outset is not sufficient if the matter evolves substantially.

Making Your Client Care Letter Work Harder

The best client care letters do more than comply — they differentiate your firm. A letter written in clear, warm language, that addresses the specific circumstances of the client’s matter, signals that you are a firm that takes client care seriously. It sets the tone for the whole retainer.

Consider including a brief “what happens next” section that sets out the first few steps you will take. Clients who have been given a clear roadmap are less anxious, less likely to call unnecessarily, and more likely to follow your advice.

Obiter helps solicitors send accurate, well-structured client care letters faster. When a new matter comes in by email, Obiter reads the instruction, drafts the client care letter based on the relevant matter type and fee earner’s rates, and flags it for approval — so fee earners can focus on the work rather than the administration.

Client Care Letters: Best Practices for UK Solicitors