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United Kingdom
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Key definition
Proper standard of service definition

What does Proper standard of service mean? The proper standard of service describes the quality, competence and timeliness that clients are entitled to expect from regulated legal professionals and firms, including effective communication, clear costs information, appropriate supervision, and meeting deadlines and client objectives. It is a descriptive expression used across UK and Irish legal practice rather than a single statutory definition. In England and Wales, the concept is embedded in the Solicitors Regulation Authority (SRA) Principles and Codes of Conduct (competence, client care and acting in clients’ best interests) and is applied by the Legal Ombudsman when assessing whether service fell below that of a reasonably competent...

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Client care in family law: SRA standards, letters, costs (incl interim/statute bills), funding, complaints, Resolution Code, LeO and termination (England and Wales)

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Practice notes
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Client care means delivering an appropriate standard of service to clients. This Practice Note explains the Solicitors Regulation Authority (SRA) framework governing client care, service quality and competence, together with client care letters and the particulars they must include, such as cost limits, interim and statute bills, complaints procedures, termination of instructions, and information that must be provided where a client is either privately or publicly funded. It also considers the Resolution Code of Practice, Law Society guidance, and the position of the Legal Ombudsman (LeO) on client care.

Solicitors Regulation Authority regulatory regime

The key elements of the SRA Standards and Regulations include the SRA:

  • Principles
  • Code of Conduct for Solicitors, registered European lawyers (RELs) and registered foreign lawyers (RFLs)
  • Code of Conduct for Firms
  • Accounts Rules
  • Glossary

For further guidance, see Practice Note: The Solicitors Regulation Authority (SRA) regime for family lawyers...

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Web page updated on 21/05/2026

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