Older and vulnerable client care procedure
We at Touch Solicitors Ltd, take pride in providing specialist advice. We treat all our clients as individuals and ensure that we take care of your individual needs and requirements. This is essential as we appreciate that you may have factors which require us to adapt our process to make a legal, potentially, complex process, simple and straightforward to understand.
First Contact and Venue
Our staff are specially trained to identify your needs from the outset.
- Why you are calling
- Who is calling
- Where you require the meeting
- Any special considerations, ie, hearing, sight, mobility, illness, language etc
- Costs of the appointment and a clear date and time to suit you.
This allows us to set a meeting to accommodate your individual needs. For example, a care setting, or you may have difficulty hearing, or walking. It could be that you are very anxious about the whole process
All members of our team will handle all calls with kindness and dignity at all times.
- Meetings can take place to suit your needs and requirements. This can be a care facility, at your home or in the office.
- Our office venue has onsite parking and a ground floor meeting room.
- We ensure that you have adequate time for the meeting to ensure you are able to discuss your matter thoroughly
- The meeting will end with clear guidance on costs and follow up process.
- You will have all contact information to allow you to speak to us at any time throughout the process.
First appointment
We have a duty to ensure that we see our clients alone. This is to ensure you are able to openly speak to us about matters which thereafter are confidential.
The meeting also allows us to comply with our duties to ensure that you are able to understand and are not in any way being influenced in preparing any documentation.
We are happy, with your consent, to allow someone to sit with you, if this helps ease any anxiety you may have about the meeting. However, at some point, we will ask them to wait in reception in order that we can ensure that we are acting in your best interests.
Record Keeping
- A record is kept of persons present at the meeting and is confirmed in writing after the meeting has taken place. If the client insists on anyone being present or for documentation to be sent to a corresponding address other than your own, then this is also documented.
- Where legal terminology has to be used, we will try and keep this as simple as possible and explain everything in an easy to follow manner. This could be to read over documentation, or arrange a further meeting to go through any documentation.
- Correspondence and documentation can be produced in a large print if necessary
Duty
- We do not discuss your matter with anyone other than yourself unless you have specifically advised us to.
- All members of our staff will be able to assist with any queries you may have on your matter except providing legal advice. All legal advice is given by the Solicitor in charge of your file.