Cawdery Kaye Fireman & Taylor v Minkin [2012] EWCA Civ 546

Complaints: Focusing on outcomes

Toby Hales discusses key areas of best practice for client care and complaints handling ‘It is abundantly clear that it is in the interests of every firm to ensure that complaints are minimised, and that when they occur, they are dealt with in an efficient and client-centred manner.’ Family clients complain: this is a fact …

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Professional Conduct: Clarifying costs

Gianna Lisiecki-Cunane examines best practice in client care and the provision of costs estimates ‘The rules relating to client care and costs should not be overlooked, in order to guard against a situation that may lead to a complaint.’ In these economically straitened times, practitioners may frequently find themselves dealing with unpaid costs and difficulties …

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Costs: When is a termination not a termination?

Paul Jones advises that retainers must have sufficient clarity ‘Where a bill was not paid, the terms gave the solicitor the right to suspend or terminate their services and there was a general clause giving the solicitor the right to terminate the retainer on reasonable grounds after giving reasonable notice.’ Every solicitor has horror stories …

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