More About Becoming a Client

BECOMING A CLIENT  

The first step is when a prospective client approaches us to see whether we can help meet their particular requirements for legal services.
We use the following onboarding process for all new clients.
Step One - Initial Communication
The first step in the process is when a prospective client contacts us to see whether we can provide help with their particular legal requirements. This may be a call or an email with an overview of the legal help required or even an invitation to quote for legal work. Whatever form the initial contact takes, we normally arrange a call so that we can discuss the requirements and ask relevant questions to allow us to consider if we are the right firm to help. 
It is important to note that the firm and the principal are both regulated by the SRA and are bound by the solicitors rules including strict duties of confidentiality which not only applies to all client discussions but also covers preliminary discussions prior to any engagement.
Step Two -  Client Prequalification
The prequalification step is an internal part of the process where we consider not just whether we can take on the new client but whether we should.
When taking on any new client, we look at the long term relationship and whether we are the right firm to meet the prospective client's needs. Sometimes we are unable to take on a prospective client because their particular requirements fall outside the firm's practice areas. Sometimes we are unable to take on new clients where the additional work would prevent us from meeting our service levels to existing clients. Whatever the reason, we will provide a clear explanation as soon as possible.
As part of the pre-qualification check, we ask potential clients for identity documents for two of the directors as part of our compliance with anti-money laundering regulations.  For each director this can simply be a PDF copy of the photo page of their passport or driving licence, along with a copy of a recent gas, electric or water utility bill evidencing each director's home address. We will match this information to documents held by Companies House. We will also carry out checks to ensure that the prospective client and directors are not sanctioned by the Government.  Except where the prospective client has come from a recommendation by an existing client, we would normally arrange a face-to-face meeting at the prospective client's office as the final stage of identity verification.
Step Three - Terms and Conditions
As a regulated law firm we are required to have a written agreement with each of our clients to govern all aspects of our provision of legal work. We have prepared a short set of terms in a very clear and easy to understand format which prospective clients must sign before we are able to accept them as clients, a copy of which is available on request.
Step Four - Matter Prequalification
If we have taken on the client, we still need to run a few checks on the particular project which the client has in mind. We run these checks before starting any matter, whether for new clients or for existing clients and most of these checks are regulatory in nature, for example assessing whether the project raises any potential conflicts of interest for us. We will clearly and promptly explain if there are any reasons why we cannot work on a particular project.
Step Five -  Quote
Before beginning work on any matter we will give a written capped quote in relation to the initial work. This will set out the scope of the initial work and may include possible options and alternative approaches to the scope. The cap will also set out the maximum amount of fees which the client would pay for the initial work.
Step Six - Matter Setup
We only set up the matter and start work when the client has given written approval of the quote. Once we have received written approval, we will send the client written confirmation of the instructions which contains helpful information relating to the project including the scope of the work we have been asked to do, the initial quote, timescales and whether there are any actions which the client needs to take.
We normally start work as soon as we have issued confirmation of instructions to the client.
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