Client Relations, Interviewing and Case Intake
Client Relations, Interviewing and Case Intake
This domain tests how to take instructions safely, manage expectations and record the relationship from first contact.
Intake
- Run a conflict check before discussing confidential details. Verify identity and beneficial ownership under AML rules.
- Confirm who the client is, who has authority, whether capacity is in issue and how fees will be paid.
- Identify urgent dates, limitation periods, existing proceedings and any undertaking.
Interviewing
- Prepare from documents; use open questions first, then closed questions to pin down facts.
- Listen actively, summarise, and separate facts from opinion. Explain options, risks, costs and likely timescales in plain language.
- Record attendance promptly: date, attendees, instructions, advice, decisions and next steps.
Engagement and care
- Send an engagement letter covering scope, fees, responsibilities, confidentiality, complaints and termination.
- Communicate at agreed intervals; respond to messages; warn of delays and cost increases.
- For vulnerable clients, consider capacity, interpreters, minors and independent representation.
Worked example
A client says they want to sue their builder and mentions a two-year-old contract. At intake, the adviser checks the limitation date, confirms the parties and runs a conflict check. The builder is an existing client of the practice, so the matter cannot proceed without resolving the conflict, before any confidential details are exchanged.
Traps
Do not give advice before conflict and AML checks. Do not assume the person speaking is the client or has authority. Verbal instructions should be confirmed in writing.