Book review—Client Care in Conveyancing

This little gem of a book is your one-stop-shop to client care in conveyancing. It neatly navigates how consumers chose a solicitor, how to communicate most effectively with clients, how to ensure you provide the best quality of service and what to do when that goes wrong as well as looking at conveyancing in the future to include the use of technology.

The author has taken a great deal of time in researching and bringing to the reader multiple sources of information and guidance from the Law Society, Solicitors Regulatory Authority, Legal Ombudsman as well as the Land Registry. This of course doesn’t mean practitioners do not need to read these resources, but the book most certainly provides a well appreciated summary of the resource where needed and draws out the relevant parts. In this way the book is excellent at signposting the reader for further reading if needed.

Written in an easy-to-follow style, the book is accessible to trainees and those newly qualified (and would provide them with a good learning tool), as well as more seasoned partners and practitioners. Further, the content will be useful for those in practice management or compliance, with very useful templates, diagrams and checklists found in the appendices, and tables throughout the book to assist in communicating the content. In this regard, the book is invaluable to those who are setting up practice for the first time or wanting to review the practice they have.

There is special mention for the chapter on complaints handling which is straightforward to understand, practical in application (with useful case studies), well-considered and very well-researched. The effect of the COVID-19 pandemic is also considered throughout the book ensuring that the different ways in which we now work and clients receive services is addressed.

In the Preface the author writes ”Client Care in Conveyancing has been written with a true passion for this discipline and it is hoped that you can take indispensable wins to implement in your firm and/or reflect upon yourself to enhance your client care service in conveyancing”.

It’s easy to see that the author has a passion for the subjects she writes about, there are most certainly indispensable wins and a read of this book will make any reader reflect on their service for the better. Mission accomplished, and therefore I award it five stars!