Guide to Older and Vulnerable Client Care Procedures

Older & Vulnerable Client Care Procedures – A Guide

• We realise that it is especially important to treat older clients, their families and representatives, with every consideration, by being both sympathetic and sensitive to any issues they may have and ensuring that our firm and our all our staff treat older clients, their families and representatives 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 throughout the process, we will need an 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 a client has hearing or visual impairment, we suggest that an appropriate independent interpreter assists the client to understand what is being discussed.

• A record is kept of persons present at the meeting and, if instructions are given for us to act, that will be confirmed in writing.
• 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 and fully aware of the effect and the legal steps they are taking

• We will make ourselves aware of any potential capacity or physical limitations such as mobility, 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 if necessary.

• In all cases, the pace and duration of each meeting is aligned to the needs of our client during the normal working hours of our firm.

• If a client is unable to come to our office, we will offer to visit them at home and no additional charge will be made for this. However, if a client visits our office, we will on request let the client know what access is available and ensure that ground floor lavatory facilities are readily accessible.

• We are required to obtain evidence of identity for all our clients, but we are sensitive to the possibility that older clients may be discomforted if they do not have current passports or driving licences. Extra care is therefore taken not to cause our clients any embarrassment, while ensuring that routine anti-money laundering requirements are met.

• We ask that any person signing in the capacity as attorney for our client should also produce proof of I. D. for identity verification purposes.