[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-1-en-105":3,"doc-seo-280084-105":53,"doc-detail-280084-en":126},{"code":4,"msg":5,"data":6},0,"success",[7,14,19,24,29,34,39,44,49],{"id":8,"doc_module":9,"doc_module_name":10,"category_name":11,"show_sort_weight":12,"slug":13},11,1,"Template","Presentations",90,"presentations",{"id":15,"doc_module":9,"doc_module_name":10,"category_name":16,"show_sort_weight":17,"slug":18},12,"Resumes",80,"resumes",{"id":20,"doc_module":9,"doc_module_name":10,"category_name":21,"show_sort_weight":22,"slug":23},14,"Invoices",70,"invoices",{"id":25,"doc_module":9,"doc_module_name":10,"category_name":26,"show_sort_weight":27,"slug":28},15,"Posters",60,"posters",{"id":30,"doc_module":9,"doc_module_name":10,"category_name":31,"show_sort_weight":32,"slug":33},16,"Social Media",50,"social-media",{"id":35,"doc_module":9,"doc_module_name":10,"category_name":36,"show_sort_weight":37,"slug":38},17,"Forms",40,"forms",{"id":40,"doc_module":9,"doc_module_name":10,"category_name":41,"show_sort_weight":42,"slug":43},18,"Letters",30,"letters",{"id":45,"doc_module":9,"doc_module_name":10,"category_name":46,"show_sort_weight":47,"slug":48},21,"Paper Templates",5,"papers-templates",{"id":50,"doc_module":9,"doc_module_name":10,"category_name":51,"show_sort_weight":4,"slug":52},158,"General","general-158",{"code":4,"msg":54,"data":55},"ok",{"site_id":56,"language":57,"slug":58,"title":59,"keywords":60,"description":61,"schema_data":62,"social_meta":119,"head_meta":121,"extra_data":123,"updated_unix":125},105,"en","cilex-regulation-risk-management-key-principles-for-client-care-letters","CILEx Regulation Risk Management Key Principles for Client Care Letters","","Guidance sets out key principles for preparing Client Care Letters (CCLs) to improve consumer engagement and help reduce risk. It translates findings from research and the EAST framework into practical recommendations: make the purpose clear, keep content concise, and use plain English. Additional instructions cover prioritising information, personalising and highlighting key points, ensuring readability, and considering timely opportunities to engage, with examples of effective headings and summaries.",{"@graph":63,"@context":118},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":41,"@type":70,"position":76},"https://docshare.wps.com/template/letters/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/cilex-regulation-risk-management-key-principles-for-client-care-letters/280084/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/cilex-regulation-risk-management-key-principles-for-client-care-letters/280084.png","ImageObject",442,249,{"name":88,"@type":89},"Taylor Morgan","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-30","2026-09-16",true,{"@type":98,"interactionType":99,"userInteractionCount":76},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114],{"name":105,"@type":106,"acceptedAnswer":107},"Why is it important to show a clear purpose in client care letters?","Question",{"text":108,"@type":109},"Consumers need to understand the role of CCLs and what they are expected to do. If they do not understand the purpose, they may disengage and miss key information.","Answer",{"name":111,"@type":106,"acceptedAnswer":112},"What does keeping a client care letter concise involve?",{"text":113,"@type":109},"It involves avoiding repetition, using shorter sentences and paragraphs to make key information easier to find, and excluding generic information that is not relevant to the consumer’s specific case.",{"name":115,"@type":106,"acceptedAnswer":116},"How should client care letters be written in plain English?",{"text":117,"@type":109},"Use accessible language and avoid referencing legislation without adequate explanation. Also avoid unnecessarily complex or archaic wording and replace vague timing with specific, helpful estimates.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},280084,1792199911,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":40,"category_name":41,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":76,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":135,"language":136,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":61,"update_tm":140,"read_time":76},1099523885336,"https://ap-avatar.wpscdn.com/davatar_276721f389ce27ea32af1340a28f341c","Risk Management: Key Principles for Client Care Letters  \nIntroduction  \nResearch commissioned jointly with the Legal Services Consumer Panel (LSCP) at the end of 2016 provides information about how consumers engage with Client Care Letters (CCLs) .  \nWe have set out the key findings from the report1 which we recommend you follow when you prepare your CCLs and provide information to consumers.  \nOverview  \nGreater engagement can be achieved by following three principles from the EAST framework2 :  \n Make it Easy  1. Show a clear purpose  \n2. Keep it concise  \n3. Put it in Plain English  \n4. Prioritise information  \n Make it Attractive  5. Personalise information  \n6. Highlight key information  \n7. Make it easy to read  \n Make it Timely  8. Consider additional  \nopportunities to engage  \nFrom these flow the eight key principles we recommend you follow when preparing your client care letters.  \nRisk Management: Key Principles for Client Care Letters  \n1 Show a clear purpose  \nIt is important that your consumers are clearly informed about the role of CCLs and what they are expected to do with them. If they do not understand their importance they may not engage with them and miss key information.  \nUse directional headings  \nHeadings are important in communications as they are often looked at, at the expense of main bodies of text. Few clients understand the term “client care letter” so we recommend you use an opening heading to set expectations and give direction to the client. There is potential for CCLs tobe more directional in explaining their purpose and providing a call to action. For example:  \nYour Will Writing Confirmation Letter  \n(Important information about the legal process – please read)  \nExplain the letter’s purpose  \nConsumers prefer letters that provide further clarification of the letter’s purpose in the opening paragraph. For example:  \nI am writing to you to confirm the work we will do for you, and provide full details of our terms of business.  \nSummarise contents on the first page  \nIt is essential to place important information on the first and second pages of the CCL but an alternative way to ensure information is not missed would be to provide a brief description of what the letter contains on the first page. For example:  \nKey information provided in this letter:  \n• Confirmation of work to be completed • Estimated Costs  \n• Timescales and next steps  \n• Terms of business  \n• Complaints procedures  \n2 Keep it concise  \nLess is definitely more when it comes to developing engaging communications and often CCLs are seen as overly and unnecessarily long. We recommend you avoid:  \n• Repetition within the CCL, as that suggests little effort has been made in putting it together  \n• Long sentences and paragraphs, making it difficult to pick out the key information  \nRisk Management: Key Principles for Client Care Letters  \n• Including generic information that is not relevant to the consumer’s specific case An example of how consumers would shorten a paragraph they considered to be too long is shown below:  \nWill Writing CCL-Client Waiver information (existing copy)  \nAs it will normally be in your interests forme to start work as soon as possible on your matter, you have the option to waive your right to the cancellation period. If you wish to take up this option as well asthe signing the 'Terms and Conditions of Business' document you will also need to sign the separate document entitled'Notice Waiving the rights to cancel and are instructing me to start work on the matter immediately. It is important that in choosing the option you will still have the right to terminate the contract, but will be liable for the cost ofall work undertaken on your matter up to that point.  \n\n| \u003Cbr>Client Waiver Information\u003Cbr>(Clients suggested cutback versions) |\n| --- |\n| If you require immediate action, please return the waiver at the back of this letter. Your rights are still covered but costs will be incurred. |\n|  |\n| As yo","cbCaifpc8X3d9ycX","https://ap.wps.com/l/cbCaifpc8X3d9ycX","pdf",292742,7,"English","# Introduction\n# Overview\n# Risk Management: Key Principles for Client Care Letters\n## 1 Show a clear purpose\n## 2 Keep it concise\n## 3 Put it in plain English","[{\"question\":\"Why is it important to show a clear purpose in client care letters?\",\"answer\":\"Consumers need to understand the role of CCLs and what they are expected to do. If they do not understand the purpose, they may disengage and miss key information.\"},{\"question\":\"What does keeping a client care letter concise involve?\",\"answer\":\"It involves avoiding repetition, using shorter sentences and paragraphs to make key information easier to find, and excluding generic information that is not relevant to the consumer’s specific case.\"},{\"question\":\"How should client care letters be written in plain English?\",\"answer\":\"Use accessible language and avoid referencing legislation without adequate explanation. Also avoid unnecessarily complex or archaic wording and replace vague timing with specific, helpful estimates.\"}]","CILEx Regulation Risk Management Key Principles for Client Care Letters | PDF",1789533118]