Caring culture

Client care is a thorny issue.

People do not like being told how to run their businesses and how to relate to clients.

But in an increasingly consumer-dominated culture, with customers and clients far less reluctant to complain than they were even a decade ago, the issue is absolutely vital.The Law Society instituted written professional standards in 1986.

Five years later, practice rule 15 - dealing with complaints handling generally - appeared, and in 1999 it was upgraded to cover the provision of costs information.This week, Chancery Lane's compliance board completes the equation by toughening up the punitive measures that can be taken against solicitors who are in serious breach of the rule.

Breaches are now likely to result in a referral to the Solicitors Disciplinary Tribunal, and in some cases those referrals could be fast-tracked.The move sends a clear message that the Society is committed to client care and that certain deficiencies by law firms will not be accepted.

Clients have a right to be fully informed about costs and about the level and qualification of the fee earner dealing with their file.

Likewise, the Society is clear that solicitors' firms must have a comprehensive and transparent internal complaints-handling mechanism in place.The move is undoubtedly expected by the government in its vision of the Law Society as a model regulator.

But beyond that, it is something that solicitors should welcome, as good client care is nothing more than good business sense.