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Older and Vulnerable Client Care Procedures

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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 our 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 initially. 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 has difficulty hearing or with sight, we suggest that an appropriate independent interpreter assists, or a person that our client trusts to assist the client understand what is being discussed.

A record is kept of persons present at the meeting and is confirmed in writing after the meeting has taken place. If the client declines to have anyone present, this is also documented and confirmed in writing.

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 and 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.

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 I.D. for identity verification purposes.

We ensure that all relevant facts are noted in our attendance note of any meeting.

If you would like to discuss the above or require any more information please contact one of our Wills, Trusts and Mental Capacity team.

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    January 2021: Covid-19 arrangements

    Wards Solicitors remains open for business during the national lockdown and we are taking on new cases.  We are available for video call and telephone meetings but cannot currently offer face to face meetings with clients except in some specific emergency situations and at court hearings.

    If you have documents for us, including for ID certification, please deliver them to our letterbox at the office handling your case.

    How to get in touch:

    • Please email or telephone your usual lawyer or team, or
    • Please telephone the branch most convenient to you between 9am and 5:30pm, Mondays to Fridays.
    • Alternatively, email info@wards.uk.com at any time and we will respond to you as soon as possible.

    A list of our 12 branches is available here. Our telephones lines are operating as normal behind closed doors.

    Important Warning: Cyber-crime is very common including email interception. We will never tell you of changes to our bank details by email.  Please be aware that we accept no responsibility if you transfer money to a bank account which is not ours. If you receive an email giving our bank account details, please telephone us immediately without replying to the email or sending money.