Older Client Care Procedures
Services for older clients and their families
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 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 our client has difficulty hearing or with sight, we suggest that an appropriate independent interpreter assists, or a person that our client trusts to assist them and to help them understand what is being discussed.
A record is kept of persons present at the meeting and is confirmed in writing after the meeting has taken place. If the client declines to have anyone present then this is also documented and 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.
We will take steps to make ourselves aware of any potential capacity or physical limitations such as mobility, continence, 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 or Braille if necessary. In all cases, the pace and duration or each meeting is aligned to the needs of our client.
Where appropriate, we will offer to visit our client’s home. However, if a client visits our office we will let him know whether disabled parking facilities and disabled access facilities are available and ensure that toilet facilities are readily accessible.
We are sensitive to the possibility that older clients may be discomforted if they do not have current passports or driving licences and extra care is taken not to cause our clients any embarrassment whilst ensuring that money laundering considerations are not forgotten. We ask that any person signing in the capacity of attorney for our client should also produce proof of I.D. for identity verification purposes.
We ensure that all relevant facts are recorded in our attendance note of any meeting.