Office Procedures Manual Index

Transcription

1 Office Procedures Manual Index March 2017 Paul Wilkinson Consulting

2 CONTENTS N... Introduction and Objectives... 7 Welcome to Solicitors Office Procedures Manual... 7 Objectives... 7 The Solicitors Regulation Authority ("SRA")... 8 Quality Policy... 8 Office Hours... 8 You and Your Client Client Care... 9 (Principle 2) acting with integrity,... 9 (Principle 3) with independence, and... 9 (Principle 4) acting in the best interests of clients Outcome 1.1 Treat your clients fairly... 9 Outcome 1.2 Provide services to your clients... 9 Outcome 1.3 When deciding whether to act Client Care Policy A Confidentiality B Commitment C Courtesy D Communication P1-1 Client Care Procedure P1-1 A Dealing with the Client P1-1 B Arrangements with Clients P1-1 C Estimate and Costs Update P1-1 D Responsibility and Review Complaints Handling P1-2 Complaints Handling Procedure P1-2 A Our Complaints Policy P1-2 B Our Complaints Procedure P1-2 C What Will Happen Next P1-2 D Complaints to the LeO P1-2 E Putting Things Right P1-2 F Documentation P1-2 G Procedural Review One-Off Advice Policy Client Satisfaction Equality and Diversity P2-1 Equality and Diversity Procedure P2-1 A Introduction and Scope P2-1 B Forms of Discrimination P2-1 C Disability Provisions P2-1 D Enforcement P2-1 E Clients P2-1 F Barristers and Other Experts P2-1 G Suppliers P2-1 H Employment, Training, Promotion and Partnership Opportunities P2-1 I Positive Action P2-1 J Recruitment Agencies P2-1 K Outsourcing P2-1 L Complaints of Discrimination P2-1 M Monitoring and Review Conflicts of Interest P3-1 Conflicts of Interest Procedure Confidentiality and Disclosure P4-1 Confidentiality and Disclosure Procedure Your Client and the Court Our Duty to the Client Our Duty to the Court Your Client and Introductions to Third Parties P6-1 Introducing Clients to Third Parties Procedure Management of your Business Management of your Business Management structure COLP and COFA Roles and Responsibilities P7-1 Roles and Responsibilities

3 Management and Organogram Place of Work Personnel P7-2 Recruitment Procedure Deduction from Wages Additional staff policies P7-36 Disciplinary Procedure P7-39 Flexible Working Procedure P7-40 Home Working Procedure P7-41 Maternity Procedure P7-42 Retirement Procedure P7-7 End of Employment Procedure P7-7 A Handover of Work - End of Employment Performance Management Travel Expenses Other Expenses Car insurance Time off for dependents Jury service Illness absence P7-4 Illness Absence Procedure Dental and medical appointments Grievance procedure Private property Inclement Weather Acceptance of Gifts Data Protection ICO Data Protection Registered ICO Code of Practice on CCTV Training policy P7-5 Training and Development Procedure Training plan Supervision Appraisal P7-6 Appraisal Procedure Office etiquette and behaviour P7-3 Staff Benefits Procedure P7-8 Dress Procedure P7-38 Building and Office Equipment Maintenance Procedure Health and Safety P7-9 Health and Safety Procedure Communication P7-10 Telephone Calls and Voic Procedure P7-11 Internet Access Procedure P7-12 Website Management Procedure P7-13 Procedure P7-14 Social Media Procedure P7-15 Facsimile Procedure P7-16 Post Procedure P7-17 Information Technology Procedure Quality Standards CQS Lexcel LAA SQM ISO IIP WIQS Library P7-18 Legal Research Procedure File and Case Management P7-19 Taking Instructions Procedure P7-20 Opening Client Files Procedure P7-21 File Maintenance Procedure P7-22 Counsel, Agents and Experts Procedure P7-23 File Review Procedure P7-24 File Closure Procedure P7-25 Storing Closed Client Files Procedure Indexing and Storing Deeds Archiving and File Destruction P7-26 Indexing and Storing Deeds Procedure

4 P7-27 Wills Procedure Achieving the SRA's Outcomes P7-28 Archiving and File Destruction Procedure Risk Management Professional Indemnity Insurance (PII) Details Business Continuity Risks P7-29 Risk Assessment Procedure P7-30 Business Continuity Procedure- Telephone List Finance and Accounting P7-31 Financial Analysis Procedure Compliance P7-44 Compliance Failure Procedure P7-32 Anti-Money Laundering Procedure P7-33 Bribery Act Procedure P7-34 Customer Due Diligence Procedure P7-34 A Customer Due Diligence (CDD) P7-35 Mortgage Fraud Procedure The Consumer Contracts Regulations P7-43 Consumer Contracts Regulations Procedure Whistleblowing P7-37 Whistleblowing Procedure Bogus Firms Publicity Publicity Publicity Policy Marketing Plan P8-1 Publicity Procedure Fee Sharing and Referrals Fee Sharing and Referrals The Firm and You The Client P9-1 Fee Sharing and Referrals Procedure You and Your Regulator Notifying Regulators The Firm's Responsibilities to Regulators Your Responsibilities to Regulators Trustees P10-1 Notifying Regulators Procedure You and Others Relations with Third Parties Dealings with Third Parties Undertakings Conveyancing Corporate Social Responsibility Signposting and Referral Policy P11-1 Relations with Third Parties Procedure P11-2 Undertaking Procedure P11-3 Conveyancing Procedure P11-4 Corporate Social Responsibility Procedure P11-5 Signposting and Referral Procedure Separate Businesses Outsourcing Policy P12-1 Outsourcing Procedure P12-2 Permitted Separate Businesses Procedure Separate Businesses Conducting Prohibited Separate Business Activities P12-2 Permitted Separate Businesses Procedure Permitted Separate Businesses A1 Reference Sources A2 SRA Mandatory Principles A3 SRA Code of Conduct A4 Welcome A5 Disclaimer, Copyright and Trademarks Law Society Self Assessment Lexcel Structure and strategy

5 2 - Financial management Information management People management Risk management Client care File and case management Revision History Organogam Management The Firm Organogam Departmental The Firm F1-1 Client Complaint F orm F1-2 Complaint Management Form F1-3 Client Satisfaction Form F7-1 Job Descri pti on Form F7-2 Person Specificati on Form F7-3 Inducti on For m F7-4 Over ti me Request Form F7-5 Holiday Request Form F7-6 Travel Expenses Form F7-7 Expenses Claim Form F7-8 Illness Absence Form F7-9 Trai ni ng Request Form F7-10 Trai ni ng Eval uati on Form F7-11 Pr e-appr ai sal Pr eparation Form F7-11A Pre-Appraisal Questionnaire - Sample F7-12 Administration Appra isal Form F7-13 Fee-Ear ner Appr ai sal Form F7-14 Conveya nci ng Client I nstruction F orm CQS F7-15 File Opening Form - General F7-15A File Openin g ID Check Form F7-16 File Openin g Form - Conveyancing F7-17 File Opening Form Commercial F7-16 File Opening Form - Conveyancing F7-18 File Opening Form - Family F7-19 File Opening Form New Client in Family Proceedings F7-20 File Opening Form Lasting Power of Attorney F7-21 File Opening Form - Company F7-22 File Opening Form - Probate F7-23 File Opening Form Making a Will F7-24 File Transfer Form F7-25 File Summar y Form F7-26 File Revi ew Form - General

6 F7-27 File Review Form Conveyancin g Purchase F7-28 File Review Form Conveyancin g Sale F7-29 Risk Assessm ent Form F7-29A Notificati on of Ri sk Form F7-30 Risk Management Anal ysi s - Purchase F7-31 Risk Management Anal ysi s Sal e F7-32 Busi nes s Conti nuity Risk Matrix F7-32A Busi nes s Conti nuity Completing Risk Matrix F7-33 Cheque Requisition Form F7-34 Billing Gui de Form Hourl y F7-35 Acci dent Book Form F7-36 Acci dent Book Form - Visitor F7-35 Acci dent Repor t Register F11-1 Undertaking Gi ven Form F11-2 Undertaking Di schar ged Form F11-3 Undertaking Rec or ds Form