Client information - our mutual responsibilities

Your responsibilities

 You must:

  1. co-operate with us in order for us to deal with your matter;
  2. provide us with clear, timely and accurate instructions;
  3. not provide any false or misleading information and not exaggerate any aspect of your matter;
  4. provide any documentation required in a timely manner;
  5. safeguard any documents that are relevant to your matter;
  6. where appropriate, attend an appointment for a medical examination or with another expert, or anyone else, when asked to do so;
  7. keep to any arrangement that we have about paying for our services; and
  8. not ask us to act in a way that would breach our professional rules.

Our responsibilities

We must act in your best interest at all times. We must comply with our professional code – the SRA Standards and Regulations 2019 and corresponding Codes of Conduct.

We have a duty to ensure that we:

  • maintain trust and act fairly;
  • comply with dispute resolution and proceedings before courts, tribunals and inquiries;
  • provide a service to clients that is competent and delivered in a timely manner;
  • deal with client money and assets appropriately.

For further information see here.

We will:

  1. uphold the rule of law and proper administration of justice;
  2. act with integrity;
  3. not allow our independence to be compromised;
  4. act in the best interests of each client;
  5. provide a proper standard of service to each client;
  6. not behave in a way that is likely to diminish the trust that the public places in us or our profession;
  7. comply with our legal and regulatory obligations and deal with our regulators and ombudsman in an open, timely and co-operative manner;
  8. run our business effectively and in accordance with proper governance and sound financial and risk management principles;
  9. run our business in a way that encourages equality of opportunity and respect for diversity; and
  10. protect our clients’ money and assets.

The full code is available at

We will also:

  1. update you with progress on your matter regularly. The frequency of our communication with you will depend on the immediate demands of the service required, and the complexity of the matter we are handling for you. We will try to communicate with you in plain language, and explain to you the legal work required as your matter progresses;
  2. update you regularly on the costs of your matter, and at least every three months;
  3. update you on whether the likely outcomes still justify the likely costs and risks associated with your matter and whenever there is a material change in circumstances;
  4. update you on the likely timescales for each stage of this matter and any important changes in those estimates;
  5. continue to review whether there are alternative methods by which your matter can be funded;
  6. review your matter regularly;
  7. advise you of any changes in the law which will, or are likely to, affect your matter; and
  8. advise you of any circumstances and risks of which we are aware or consider to be reasonably foreseeable that could affect the outcome of your matter.