Price information

• Publish the total fees or an estimate of likely fees for the services you offer, including VAT and disbursements.
• Provide a clear explanation of the fee structure (eg, fixed-fee or hourly rate).
• Provide an explanation of what services are covered by the published fee. For example:
  • any factors that could affect the time and cost;
  • the size and nature of any disbursements and whether VAT applies; and
  • details of any referral fees that may need to be paid.

Offering tailored pricing allows you to provide more accurate quotes and realistic estimates. For example, if you offer a standard probate package that covers the scope of services needed for a simple estate, accompany this with a list of factors that could increase the overall price, or services.

If an engagement is very complex and/or lengthy, you should discuss any costs implications proactively throughout the engagement. This can include offering guidance on potential cost-saving measures or alternative fee options and courses of action. For example, flexible fee structures could be introduced to unbundle certain aspects of your services if the client is budget conscious.

If you charge hourly, consider using example scenarios or illustrative models to show typical costs. Alternatively, offer clients a choice of fixed-fee packages with varying levels of service. Examples of how to present this information can be found in our Templates section.

Guidance under Regulation 3.6 of ICAEW’s Legal Services Regulations explains that as a matter of good practice and to avoid complaints, firms should:

“...provide information to enable their clients to actively manage their costs, including being prepared to explain aspects of their work as it progresses and provide revised choices and cost estimates if the original estimates are likely to be exceeded.”

One in ten complaints referred to the Legal Ombudsman relate to disputes around billing. Whatever fee structure you offer, ensure that any fee arrangements are confirmed in writing in your engagement letter and provide regular updates as the matter progresses.

If the estimated price in your engagement letter changes, inform consumers promptly with a clear explanation and revised costs. Explain why the increased charge could not have been reasonably anticipated when the original fee structure was determined.

Providing an online “instant fee” calculator/estimator on your website is a good way to generate estimates for probate services. Studies indicate that websites with instant fee estimators attract more enquiries and are especially helpful when they do not require personal information to generate a quote.

You could also help estate beneficiaries and prospective clients by providing links to useful government websites such as: gov.uk/inheritance-tax. This is particularly important in probate matters where delays could impact the value of assets, causing anxiety to lay executors and beneficiaries.