Client Communication Expectations

Client Communication Expectations

At Satchell Moran Solicitors Limited, we are committed to delivering a professional, accessible and fair legal service. We recognise that clients may contact us during periods of stress, uncertainty or frustration. We understand that legal matters can be emotionally and financially significant. However, to ensure we can continue providing an effective service, communication between our staff and clients must always remain respectful, proportionate and constructive.

This document explains the standards of communication we expect from our clients, the types of contact that may be considered unacceptable, and the steps we may take where communication becomes unreasonable.

We will always treat our clients courteously, professionally and with respect. We will acknowledge correspondence where appropriate, keep clients informed of progress in accordance with our professional obligations, and make reasonable adjustments where required to meet individual communication needs.

To ensure matters can be progressed efficiently, we ask that communications are:

• Relevant to the legal matter.
• Proportionate in length.
• Sent at a reasonable frequency.
• Focused on new information or genuine requests for advice.

Whilst we welcome clarification or additional information where necessary, certain patterns of communication can significantly hinder the progress of a matter, divert resources from legal work, and negatively impact the wellbeing of our staff.

Types of Unacceptable Communication

Satchell Moran Solicitors may regard the following behaviour as unreasonable.

1. Aggressive or Abusive Communication

Examples include (but are not limited to):

• Using insulting, offensive, discriminatory, threatening or derogatory language towards staff.
• Personal attacks against members of staff.
• Swearing directed at employees.
• Harassment, intimidation or bullying.
• Threats of violence or intimidation.
• Sending abusive, offensive or distressing images or attachments.
• Repeatedly making unfounded allegations after they have been investigated and responded to.

2. Unreasonably Persistent Contact

Examples include:

• Sending numerous emails within a short period without providing new information.
• Contacting multiple members of staff regarding the same issue after a fee earner has been allocated.
• Repeatedly requesting updates where no substantive progress has occurred.
• Repeatedly challenging legal advice after it has been fully explained.
• Copying senior management into routine correspondence without justification.
• Continuing to pursue outcomes that have been explained as legally or practically unavailable.

3. Unreasonable Demands

Examples include:

• Excessively lengthy emails that are difficult to identify actionable points from.
• Large volumes of repetitive or irrelevant documentation.
• Extensive AI-generated correspondence that is unnecessarily repetitive or does not advance the matter.
• Requests for immediate responses outside agreed service standards.
• Demanding responses outside office hours.
• Attempting to dictate internal working practices, staffing arrangements or legal strategy.
• Requiring staff to respond to every point of repetitive correspondence.

Managing Unreasonable Communication

Where communication becomes difficult, the supervising solicitor or department manager will normally raise the issue informally in the first instance, identifying the behaviour causing concern and explaining why it is affecting our ability to act effectively.

If the behaviour continues, we may issue a formal written warning explaining:

• the behaviour considered unreasonable;
• the standards expected moving forward; and
• the action that may be taken if the behaviour persists.

Possible Communication Restrictions

Where necessary and proportionate, Satchell Moran Solicitors may introduce communication management measures, including:

• limiting communication to email only;
• requiring all communication through a single named contact;
• limiting the frequency of responses;
• responding only where new information has been provided;
• declining to answer repetitive correspondence;
• arranging communication only by appointment;
• requiring communications to remain relevant to the legal issues.

These measures are intended solely to enable us to continue providing an effective legal service whilst protecting the wellbeing of our employees.

Serious Cases

In exceptional circumstances, where behaviour includes serious abuse, harassment, discrimination, threats or intimidation, we may:

• refuse further direct communication;
• cease acting where permitted by our professional obligations;
• report criminal conduct to the police;
• seek appropriate legal remedies where necessary.

Nothing in this policy limits our ability to take immediate action where staff safety is at risk.

Equality and Reasonable Adjustments

We recognise that some clients may have disabilities, mental health conditions or vulnerabilities that affect communication.

Where we are made aware of such circumstances, we will consider reasonable adjustments to support effective communication whilst ensuring our staff are treated with dignity and respect.

Our Commitment

Satchell Moran Solicitors Limited remains committed to providing a high-quality legal service in accordance with the Solicitors Regulation Authority (SRA) Standards and Regulations and our client care obligations.

This policy is designed to ensure that communication remains respectful, efficient and focused on progressing your legal matter, while maintaining a safe and professional working environment for both clients and staff.