Service information

Outline any services typically associated with the service that are not included, or which may attract an additional cost. Firms should provide a clear description in their engagement letters of:

• the services included in the price;
• key stages in the matter; and
• estimated timescales.

We also recommend publishing staff qualifications, experience and where relevant, their different charging rates. Explain how work will be allocated and supervised if junior members of staff will carry out some of the work. This enables consumers to understand what level of service they can expect and promotes trust and confidence in your firm. An example of how to present this information on your website is provided in Template B

Many ICAEW-accredited legal services firms provide a combined offering that includes legal services and tax and accountancy services. This bundled approach is a key advantage for ICAEW firms, as you are uniquely positioned to offer clients a seamless, one-stop service.

Clients should always be able to assess whether using a bundled service is more cost-effective than engaging multiple providers. Therefore, pricing and service information should cover all services included, not just the reserved legal services.

Some firms offer tailored, flexible fees for legal services (known as unbundling), allowing the executor to handle part of the estate administration themselves to reduce overall costs.

According to the Legal Services Consumer Panel, probate is one of the most common areas consumers choose to unbundle legal services. While this approach can be more affordable, it’s important to ensure that consumers are given clear, accessible information to help them understand what’s involved.

Adding information about flexible fees and services on your website can help you to stand out from other firms in the market. An example is provided below.

While sending an engagement letter is not mandatory, it is strongly recommended as a matter of good practice. An engagement letter is one of the most important consumer-facing documents your firm can provide. It helps to:

• define the scope of work;
• set out respective responsibilities;
• confirm key terms and conditions; and
• manage client expectations from the outset.

Engagement letters are also a regulatory requirement in specific areas. Under paragraph 330 of the ICAEW Code of Ethics, firms must confirm all fee arrangements in writing, either before or shortly after the engagement begins. This includes explaining how fees are calculated.

In addition, the Legal Services Regulations require firms to provide clients with written information about:

• complaints procedures;
• professional indemnity insurance (PII); and
• ICAEW’s Legal Services Compensation Scheme.

To ensure clients receive the right information, use Schedule Q in our template engagement letters. Tailor your letter to reflect the specific circumstances of each client and the services provided. For example, ensure the letter remains clear and well-structured where multiple services, unbundled services or packages are offered.

When working with vulnerable clients, consider adapting your communication where appropriate. Having a clear “vulnerable client” policy or process in place will support your firm in identifying and responding to specific needs. ICAEW provides guidance and information on working with vulnerable clients to support you to think about factors to consider.

Following the template, clearly and concisely explain to the client:

• who will be working on their case, including information about their role, title and if applicable their fee level if charging by hourly rate;
• whether they will be supervised and, if so, by whom;
• the agreed work you will or will not carry out;
• the agreed total fee;
• likely timescales and any factors that may impact this; and
• details of a named contact and how to contact them.

Refer to our template in the Templates section to consider how best to display this information.

Please remember to include an ICAEW client survey link so that we can collect data on how well consumers are navigating the legal services market.