Arnison Heelis older and vulnerable client care procedures
We realise that it is especially important to treat older clients, their families and representatives, with additional consideration, by being both sympathetic and sensitive to any issues they may have and ensuring that our firm and all our staff treat older clients, their families and representatives with dignity, kindness and respect at all times.
Due to the nature of the advice that we may need to give, it is important that we can see our client alone. However, we appreciate that some clients may prefer to have a trusted friend or relative present, so we will try to accommodate this where we can. At some point throughout the process, we will need an opportunity to see our client alone, but we will do our utmost to make sure that the client feels at ease and understands why this is necessary.
Where English is not the first language of our client or the client has difficulty hearing or with sight, we suggest that an appropriate independent interpreter assists, or a person that our client trusts attends to assist the client understand what is being discussed.
A record is kept of persons present at the meeting.
Where legal terminology has to be used, we take care to ensure that our client understands what has been said and will not proceed until we are satisfied that our client is comfortable.
We will take steps to make ourselves aware of any potential capacity or physical limitations such as mobility, continence, hearing or visual impairment. These matters are always taken into account when meeting and communicating with older clients.
Correspondence and documentation can be produced in large print if necessary.
In all cases, the pace and duration of each meeting is aligned to the needs of our client.
Where appropriate, we will offer to visit our client’s home. However, if a client visits our office, we will let him know what disabled parking facilities and access are available and ensure that toilet facilities are readily accessible. Our offices are situated in a listed building and the main entrance has unavoidable steps. It is possible by arrangement to see clients in a downstairs room and parking can be provided outside the room.
We are sensitive to the possibility that older clients may be discomforted if they do not have current passports or driving licences. Extra care is therefore taken not to cause our clients any embarrassment, while ensuring that money laundering requirements are met.
We ask that any person signing in the capacity as attorney for our client should also produce proof of ID for identity verification purposes.
We ensure that all relevant facts are noted in our attendance note of any meeting.