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Older and Vulnerable Client Care Procedure - Claire Nash Solicitor
Contact us on Haywards Heath: 01444 417944, Crowborough: 01892 731082, Uckfield: 01825 729329 or Hurstpierpoint 01273 900 808 · info@clairenashsolicitors.co.uk
Please be advised that due to COVID-19 measures we are only available on the reduced hours of 9am - 4pm at this time.

Older and Vulnerable Client Care Procedure

 

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Older and Vulnerable Client Care Procedure

  • We realise that it is especially important to treat elderly and/or vulnerable clients with additional consideration, by being both sympathetic and sensitive to any issues they may have and ensuring that our firm and our staff treat all clients with dignity, kindness and respect at all times.
  • Due to the nature of the advice that we may need to give, it is important that we can see our client alone initially. However, we appreciate that some clients may prefer to have a trusted friend or relative present, so we will try to accommodate this where we can.  At some point through the process, we will need the opportunity to see our client alone, but we will do our utmost to make sure that the client feels at ease, and understands why this is necessary.
  • Where English is not the first language of our client, or our client has difficulty with hearing or sight, we suggest that an appropriate independent interpreter assists.
  • A record is kept of persons present at the meeting with our client. If the client declines to have anyone present, this is also documented. 
  • Where legal terminology has to be used, we take care to ensure that our client understands what has been said and will not proceed until we are satisfied that our client is comfortable.
  • We will take steps to make ourselves aware of any potential capacity or physical limitations such as mobility, continence, hearing or visual impairment. These matters are always taken into account when meeting and communicating with older clients.
  • Correspondence and documentation can be produced in large print or read to the client by a member of our staff if necessary.
  • In all cases, the pace and duration of each meeting is aligned to the needs of our client.
  • Where appropriate, we will offer to visit our client’s home. However, if a client visits our office, we will let them know what disabled parking facilities and access are available and ensure that toilet facilities are readily accessible.
  • We are sensitive to the possibility that elderly clients may be discomforted if they do not have current passports or driving licences. Extra care is therefore taken not to cause our clients embarrassment, while ensuring that standard money laundering requirements are met.
  • We ask that any person singing in the capacity as attorney for our client should also produce proof of ID for identity verification purposes.
  • We ensure that all relevant facts are noted in our attendance note of any meeting.