Assuming your client accepts your quote, the next step will be issue an engagement letter or "client care letter". As well as providing an outline of the work involved in the transaction and contact details for the person dealing with the case etc it should contain some regulatory information such as an explanation of the complaints process and details of any referral fees. It is a good idea to include a questionnaire to allow you to capture the information you'll need to begin to process the transaction such as the client's personal details and some information the matter (address of the subject property, price, whether a mortgage needs to be redeemed/a new mortgage is being taken out etc.
Most clients have a right under the the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel the retainer within 14 days of formally instructing a firm and if they do say, they cannot be charged for any work done unless they waive that right. A conveyancer must explain the client's rights and it is a good idea to include a proforma cancellation notice, to allow work to commence.
You may wish to include a non-exhaustive list of additional fees that cover additional work which might be required during the course of the transaction as well as information about any client due diligence requirements Identity checks, proof of funds etc).
Engagement Letter
The initial engagement letter should introduce the fee earner who will be dealing with the case and ideally include their contact details and the firm's opening hours. It should give a general overview of the transaction process and tell the client what to do next, i.e. return the questionnaire, make a payment on account, etc, as well as dealing with some regulatory issues such as:
- disclosing any referral arrangements with 3rd parties under which a referral fee will be paid;
- Fee information;
- notifying the client of their right to cancel;
- enclosing a copy of or referring the client to the firm's data retention policy;
- explaining how to make a complaint
