CQS Practice Standard · Section 6.1

CQS (CPMS) Client Care Policy

The recent update to the CQS Core Practice Management Standards (CPMS) requires CQS firms to have a policy in place for client care (s6.1).

Policy documents can be time-consuming and difficult to prepare without a Policy Template as a starting point.

The Client Care Policy Template includes reference to:

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Aligned to CQS CPMS Section 6.1 Last updated 2026-05-11 Maintained by Lexsure

What the policy covers

11 sections in the current version.

Document Properties
Change Control
Associated Policies
1 Purpose and objectives
2 Competence and client acceptance
3 Conveyancing quotations
4 Confidentiality
5 Dress and demeanour
6 Commitment
7 Responsiveness and managing expectations
8 Courtesy
9 Reasonable adjustments for disabled clients
10 Referring client to third parties
11 Updated Ts & Cs - s.8.3 SRA Code of Conduct

Competence and client acceptance
Conveyancing quotations
Confidentiality
Responsiveness and managing expectations
Referring clients to third parties
The updated Legal Ombudsman Scheme Rules which come into force from 1 April 2023

...as well as other formalities and general obligations as required under 6.1 of the CPMS.

Latest updates

Own an earlier version? Buy only the paragraphs that have changed. Each paragraph arrives by email as a PDF as soon as you pay.

16 September 2026

Latest Policy Paragraphs, September 2026 1 paragraph

Client Account Interest: Fair Treatment and Transparency

The SRA’s recent position has renewed regulatory attention on whether firms deal fairly and transparently with interest earned on client money. Firms should consider a documented and consistently applied method for calculating interest, informing clients of that method and recording any alternative arrangement made under Rule 7.2. [SRA Accounts Rules](https://www.sra.org.uk/solicitors/standards-regulations/accounts-rules/) and [SRA 2026 published position](https://guidance.sra.org.uk/sra/consultations/consultation-responses/response-moj-consultation/).

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11 May 2026

Latest Policy Paragraphs, May 2026 1 paragraph

Data Protection Complaints Handling Procedure (DUAA 2025)

To comply with the Data (Use and Access) Act 2025 (DUAA) and the new statutory requirements effective from 19 June 2026, CQS-accredited firms must update their Client Care and Data Protection policies.

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15 April 2026

Latest Policy Paragraphs, April 2026 1 paragraph

Competence and client acceptance (update)

Updated to include requirement to provide the Law Society’s TA6 Explanatory Notes and advising sellers that simplified options don't waive liability. For buyers, mandated reporting on "Not Known" responses ensures necessary independent investigations are conducted to mitigate property risks.

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4 March 2026

Latest Policy Paragraphs, March 2026 1 paragraph

Transparency Regarding Tax Advice & Registration

Transparency is key to managing professional liability. This wording commits to informing buying clients of the firm’s specialised role as a registered tax adviser while explicitly limiting the scope of advice to standard residential transactions, protecting the firm from complex tax-planning claims.

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Related CQS policies

Exclusions to note

Sample template bundles do not include a template to show the structure of the residential conveyancing department at a firm. The data protection policy template covers the requirements of CQS, however it is the responsibility of the firm to ensure it is compliant with the requirements of the General Data Protection Regulation.