Client Care Letter - Re: Your debt matter - Important service and case handling information

Sep 16, 2026

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Client Care Letter provides clear guidance for clients seeking debt advice at South West London Law Centres. It explains service purpose, how information must be accurate and prompt for effective legal options, and that Free Advice Partnership funding means no charge for the work. The letter outlines market research consent, data protection and confidentiality terms, required disclosures, complaints steps, and circumstances for ending representation, including progress updates and contact expectations.

LanguageEnglish

CategoryLetters

FormatPDF

Pages5

Reading Time2 min

AccessFree to download

Our standards

Costs

Market Research

Data protection and confidentiality

Complaints procedure

Ending your case

Progress

Contact

Client Care Letter Re: Your debt matter Thank you for coming to South West London Law Centres. This service offers advice to those with debt problems. This letter is to give you some important information about our service and the way in which your case will be dealt with. You will receive a separate letter to confirm the advice which you receive. Our standards We will aim to communicate in plain language and explain to you the legal options available foryour matter. We will advise you of any circumstances and risks of which we are aware or consider to be reasonably foreseeable that could affect you. In order for us to achieve the best results you must give us clear, prompt and accurate information. If you give us incorrect information then our advice will be based on this and it is likely to be incorrect as a result. Costs The cost of the work South West London Law Centres will undertake for you is funded through the Free Advice Partnership. Their website [is](is www.debtfreeadvice.com. This means)[ ](is www.debtfreeadvice.com. This means)[www.debtfreeadvice.com](is www.debtfreeadvice.com. This means)[. This means](is www.debtfreeadvice.com. This means) that there is no charge to you for this work. Market Research As part of the funding South West London Law Centres provides this service through you will be asked if you are willing to take part in Market Research. Under no circumstances will your personal details be passed on to third parties for marketing purposes. You are able to refuse this and it will not affect how your case is dealt with. Data protection and confidentiality All those who come to South West London Law Centres are asked to sign an authority form. This gives consent for us to keep the information about you on our computer systems and paper files. In rare cases where we have to undertake casework this will also cover contacting other people. We will only contact other people with your consent to do so as we have a duty of confidentiality to you. I will only give out information about your case to others with your permission subject to what is set out below in regard to Data Protection. South West London Law Centres will use the information that you give us primarily for the provision of services to you and for work related to this service, for example, updating our records to help us manage and analyse our work, and to provide information to the bodies that regulate our work such as the Ministry of Justice. Our use of your information is subject to your instructions, the Data Protection Act 1998 and our duty of confidentiality to you. Please note that the work we are doing for you may require me to give information about you and your case to third parties such as expert witnesses and other professional advisers. You have a legal right to see all the personal data that is held about you at this office. Please note that external organisations might conduct audit quality checks on the case work carried out by South West London Law Centres. These other organisations are required to maintain confidentiality in relation to your information. South West London Law Centres are also required by law to inform the National Crime Agency if they know or suspect that work they are involved in may involve money laundering or terrorist financing. If we make a disclosure in relation to your matter, we may not be able to tell you that a disclosure has been made. We may have to stop working on your matter for a period of time and may not be able to tell you why. Complaints procedure If you are unhappy with the service you have received or any other issue regarding South West London Law Centres then you are able to make a complaint about this. A copy of the complaints procedure is attached. Ending your case Very occasionally a situation may arise where we may decide to stop acting for you. If so we will tell you in writing and give you reasonable notice. This will only be in a situation w

FAQs

What should clients do to get the best debt advice from South West London Law Centres?

Clients must provide clear, prompt, and accurate information. If incorrect information is given, the advice may be inaccurate as a result.

Will clients be charged for the service?

No charge applies for the work, as it is funded through the Free Advice Partnership.

How is personal information protected and shared?

Information is kept under consent via an authority form, used to provide services and manage work. Disclosure to others happens only with consent, subject to data protection requirements and confidentiality duties.

Sep 16, 2026

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