Terms of Business Template

Standard Terms and Conditions

for the Provision of Legal Services

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E-Solicitors Marketplace

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Version 1.0 - January 2026

England and Wales

Guidance for Solicitors

• These Terms of Business form the contractual basis of your relationship with clients. They should be provided with every Client Care Letter and accepted before work begins.

Purpose of This Template

This template provides comprehensive standard Terms of Business that govern the solicitor-client relationship. They cover:

The legal basis for your retainer

Your obligations and the client's obligations

Fees, billing, and payment

Client money handling

Confidentiality and data protection

Support for vulnerable clients (SRA Rules 3.4, 6.2)

Equality and accessibility (Equality Act 2010)

Limitation of liability

Termination rights

Complaints and regulatory protections

Regulatory Requirements

ℹ SRA Code Rule 8: You must give clients information in a way they can understand about key aspects of your service, including your regulatory status, complaints procedures, and their protections.

Consumer vs Business Clients

Different rules apply to consumer and business clients:

Consumer clients: 14-day cooling-off period may apply, Consumer Rights Act 2015 fairness test, plain language required, pre-contract information required

Business clients: No automatic cancellation right, less protection, plain language good practice

[DRAFTING NOTE: This template includes provisions for both consumer and business clients. Delete or adapt provisions as appropriate for your client base.]

Terms of Business

[DRAFTING NOTE: Add firm header/branding. Delete drafting notes before issuing to clients.]

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Firm Name:

[Enter full legal name of firm]

Trading Name (if different):

[Enter trading name or delete]

Registered Office:

[Enter address]

SRA ID Number:

[Enter SRA ID]

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These Terms of Business apply to all legal services we provide to you. Please read them carefully and contact us if you have any questions before accepting them.

ℹ By instructing us to act on your behalf, you agree to these Terms of Business. These Terms, together with our Client Care Letter and any Terms of Engagement, form the contract between us.

Part 1: Definitions and Interpretation

1. Definitions

1.1 In these Terms of Business, the following words have the following meanings:

"We", "us", "our" and "the Firm" means [Firm Name], authorised and regulated by the Solicitors Regulation Authority (SRA ID: [X]).

"You" and "your" means the client or clients named in our Client Care Letter, and includes your successors in title and personal representatives.

"Client Care Letter" means the letter we send you at the start of a matter setting out matter-specific information including the scope of work, fee earner details, and costs information.

"Matter" means the legal work we undertake for you as described in the Client Care Letter.

"Terms of Engagement" means any additional matter-specific terms that supplement these Terms of Business.

"SRA" means the Solicitors Regulation Authority, the regulatory body for solicitors in England and Wales.

"Working Day" means any day other than a Saturday, Sunday, or public holiday in England.

2. Interpretation

2.1 References to clauses are to clauses of these Terms of Business unless otherwise stated.

2.2 Headings are for convenience only and do not affect interpretation.

2.3 References to legislation include any amendment, re-enactment, or replacement.

2.4 The singular includes the plural and vice versa; references to one gender include all genders.

2.5 If any provision is found to be invalid or unenforceable, it shall be severed and the remaining provisions shall continue in full force.

Part 2: Our Regulatory Status

3. Regulation

3.1 We are authorised and regulated by the Solicitors Regulation Authority (SRA). Our SRA ID number is [X].

3.2 We are bound by the SRA Standards and Regulations 2019 (as amended 2025), including the SRA Principles and the SRA Code of Conduct for Solicitors, RELs, RFLs and Firms. These can be found at www.sra.org.uk.

3.3 You can verify our regulatory status and check our record on the SRA's online register at www.sra.org.uk/consumers/using-solicitor/.

3A. FCA Regulation (If Applicable)

[DRAFTING NOTE: Include ONLY if you conduct FCA-regulated activities. Delete if not applicable.]

3A.1 We are also authorised/regulated by the Financial Conduct Authority for certain activities. Our FCA registration number is:

[Enter FCA number if applicable]

3A.2 You can verify our FCA status at www.register.fca.org.uk.

3A.3 For FCA-regulated activities, we are subject to the FCA Handbook and Consumer Duty 2023.

4. Professional Indemnity Insurance

4.1 We maintain professional indemnity insurance in accordance with SRA requirements.

Insurer Name:

[Enter insurer name]

Minimum Cover Per Claim:

[Enter minimum cover, e.g., £2,000,000 or £3,000,000]

4.2 Our professional indemnity insurance covers civil liability arising from our legal practice, including professional negligence, breach of duty, and breach of undertaking.

4.3 Details of our insurers and the territorial coverage of our policy are available on request.

5. Compensation Fund

5.1 The SRA operates a Compensation Fund that may make a grant to you if you suffer loss due to a solicitor's dishonesty or failure to account for money. The Fund is discretionary and can pay up to £2 million.

5.2 More information about the Compensation Fund is available at www.sra.org.uk/consumers/problems/compensation-fund/.

Part 3: Accessibility and Support

6. Alternative Formats

6.1 In accordance with the Equality Act 2010, these Terms of Business and other client documents are available in alternative formats on request, including:

Large print

Audio format

Easy read

Other languages

6.2 Please contact us if you would like documents in a different format.

7. Support for Vulnerable Clients

7.1 If you have any particular needs or circumstances that may make it difficult for you to understand these Terms, give instructions, or exercise your rights, please tell us. In accordance with SRA Code Rules 3.4 and 6.2, we will:

Explain information in simpler terms

Provide additional time if you need it

Adjust how we communicate with you

Allow a support person to assist you

Arrange interpreter or translation services if needed

Make reasonable adjustments to help you access our services

7.2 Vulnerability can arise from many circumstances, including age, disability, mental capacity issues, language barriers, bereavement, financial difficulties, or health conditions.

8. Mental Capacity

8.1 If you lack mental capacity to give instructions or make decisions, in accordance with the Mental Capacity Act 2005:

We will apply the presumption of capacity

Instructions may be given on your behalf by an attorney under a Lasting Power of Attorney

Instructions may be given by a Court of Protection Deputy

In appropriate circumstances, a family member or carer may act in your best interests

8.2 We will support anyone acting on your behalf to understand the legal process and make informed decisions.

9. Equality and Non-Discrimination

9.1 In accordance with SRA Principle 6 and the Equality Act 2010, we will not discriminate against you in providing our services regardless of:

Age, disability, gender reassignment, marriage/civil partnership

Pregnancy/maternity, race, religion/belief, sex, sexual orientation

9.2 We will make reasonable adjustments under the Equality Act 2010 to ensure you can access our services.

Part 4: the Retainer

10. Formation of Contract

10.1 A legally binding contract between us comes into existence when:

(a) you sign and return our Client Care Letter; or

(b) you otherwise confirm your acceptance of these Terms (including by email); or

(c) you instruct us to proceed with work on your behalf after receiving these Terms.

10.2 The contract comprises:

(a) these Terms of Business;

(b) our Client Care Letter; and

(c) any Terms of Engagement we provide.

10.3 In the event of any conflict between these documents, the order of precedence is: (1) Terms of Engagement; (2) Client Care Letter; (3) Terms of Business.

11. Scope of Our Services

11.1 The scope of our services is set out in the Client Care Letter. We will only act on the matters specifically described.

11.2 We are not responsible for advising you on matters outside the agreed scope unless we agree in writing to extend the retainer.

11.3 Unless we specifically agree otherwise, our advice is provided for your benefit only and you may not disclose it to, or rely on it being relied upon by, any third party.

11.4 Our advice is based on the law of England and Wales as at the date it is given. We do not advise on the law of other jurisdictions unless specifically agreed.

11.5 We do not provide tax, financial, or investment advice unless we specifically state that we are doing so and have confirmed we are qualified and authorised to do so.

12. Instructions

12.1 We will act on your instructions, provided they do not conflict with our professional duties or the law.

12.2 We may refuse to act on instructions that we reasonably consider to be improper, unlawful, in conflict with our duties, unreasonable, or likely to be harmful to your interests.

12.3 Where there is more than one client, we will accept instructions from any one of you unless you tell us otherwise. Each client is jointly and severally liable for our fees.

12.4 We may rely on instructions given by anyone whom we reasonably believe to be authorised to instruct us on your behalf, including attorneys under a Lasting Power of Attorney or Court of Protection Deputies.

Part 5: Your Responsibilities

13. Your Obligations

13.1 To enable us to provide our services effectively, you agree to:

(a) provide clear, accurate, and complete instructions;

(b) provide all relevant documents and information promptly;

(c) inform us promptly of any changes to your circumstances, contact details, or instructions;

(d) respond promptly to our requests for information, documents, or decisions;

(e) keep us informed of any deadlines of which you are aware;

(f) pay our invoices and any disbursements as they fall due; and

(g) comply with your legal obligations, including in relation to litigation.

14. Identity Verification

14.1 We are required by law to verify your identity and the source of any funds involved in your matter. This is to comply with the Money Laundering Regulations 2017, LSAG Anti-Money Laundering Guidance 2025, and ECCTA 2023.

14.2 You agree to provide us with the identification documents and information we request for these purposes.

14.3 We cannot start substantive work on your matter or receive or handle client money until we have satisfactorily verified your identity.

14.4 If we are unable to satisfactorily verify your identity, we may be required to decline to act or to cease acting for you.

15. Honesty and Disclosure

15.1 You confirm that all information you provide to us is true, accurate, and complete to the best of your knowledge.

15.2 You must inform us immediately if you become aware that any information you have provided is or has become inaccurate or misleading.

Part 6: Fees and Payment

16. Basis of Charging

16.1 Our fees will be calculated on the basis set out in the Client Care Letter.

16.2 If we charge on a time basis, time is recorded in units of [6 minutes / 1 minute].

16.3 Our hourly rates are reviewed periodically and may change. We will notify you of any change to the rates applicable to your matter.

17. Consumer Rights - Costs Transparency

[DRAFTING NOTE: Include for consumer clients.]

17.1 In accordance with the Digital Markets, Competition and Consumers Act 2024, all mandatory costs will be disclosed to you upfront. There will be no hidden fees or 'drip pricing'.

17.2 In accordance with the Consumer Rights Act 2015, our services will be provided with reasonable care and skill, as described, and within a reasonable time.

18. Disbursements and Expenses

18.1 In addition to our fees, you are responsible for paying disbursements - expenses we incur on your behalf or that you must pay.

18.2 We may ask you to pay disbursements in advance or to pay them directly.

19. Vat

19.1 Unless stated otherwise, all fees and charges are exclusive of VAT.

19.2 VAT will be charged at the applicable rate on our fees and on any disbursements that are subject to VAT.

20. Invoices and Payment

20.1 We will send you invoices for our fees and disbursements. The Client Care Letter will tell you when and how we will invoice you.

20.2 Our invoices are payable within [14 / 28 / 30] days of the date of the invoice.

[DRAFTING NOTE: Choose your standard payment terms: 14, 28, or 30 days.]

21. Your Right to Challenge Our Bill

21.1 If you are unhappy with any invoice, please contact us immediately. We will explain our charges and correct any errors.

21.2 You have the right to:

(a) ask us to obtain a detailed (itemised) bill showing a breakdown of our charges;

(b) complain to the Legal Ombudsman if you believe our charges are excessive (see Part 11);

(c) apply to the court for an assessment of our bill under the Solicitors Act 1974.

21.3 If you apply to the court for assessment:

within one month of receiving our bill, you have an automatic right to assessment;

after one month but within 12 months, you need the court's permission;

after 12 months, assessment is only available in special circumstances.

21.4 If the court reduces our bill by more than one-fifth (20%), we will pay the costs of assessment. Otherwise, you will pay those costs.

Part 7: Client Money

22. Client Account

22.1 Money we receive from you or on your behalf will be held in our client account, which is separate from our own money.

22.2 Our client account is held at:

Bank Name:

[Enter bank name]

Sort Code:

[Enter sort code]

Account Number:

[Enter account number]

• Always verify bank details by telephone before making any payment. Contact us on a known telephone number, not one provided in an email. Criminals attempt to intercept emails and substitute fraudulent bank details.

22.3 We are required to comply with the SRA Accounts Rules when handling client money.

23. Interest on Client Money

23.1 We may pay interest on money held in our client account on your behalf, subject to our interest policy.

[DRAFTING NOTE: Choose Option A (pay interest) or Option B (do not pay interest) and delete the other.]

Part 8: Confidentiality and Data Protection

24. Confidentiality

24.1 We owe you a duty of confidentiality in respect of information you provide to us or that we obtain in the course of acting for you.

24.2 We will not disclose your confidential information to third parties except:

(a) with your consent;

(b) where disclosure is required by law or court order;

(c) where disclosure is required by our professional duties or regulatory obligations;

(d) where disclosure is necessary for the proper conduct of your matter.

24.3 Our duty of confidentiality continues after the end of our retainer and after your death.

25. Disclosure Obligations

25.1 There are circumstances in which we may be required to disclose information without your consent, including reporting suspicions of money laundering or terrorist financing to the National Crime Agency.

25.2 We will not be able to tell you if we make a report to the National Crime Agency, as this could constitute the criminal offence of 'tipping off' under the Proceeds of Crime Act 2002.

26. Data Protection

26.1 We are a data controller in respect of the personal data we process about you. We will process your personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and our Privacy Policy.

26.2 Our Privacy Policy is available at:

[Enter website address for Privacy Policy]

26.3 If you have any particular needs that affect how we should process your data or communicate with you, please let us know.

Part 9: Limitation of Liability

27. Scope of Liability

27.1 We will provide our services with reasonable care and skill in accordance with our professional duties.

27.2 We accept liability for losses you suffer as a direct result of our breach of contract or negligence, subject to the limitations in this Part.

27.3 We do not exclude or limit our liability for:

(a) death or personal injury caused by our negligence;

(b) fraud or fraudulent misrepresentation;

(c) any liability that cannot lawfully be excluded or limited.

28. Limitation of Liability

[DRAFTING NOTE: Choose Option A (cap on liability) or Option B (no cap). For consumer clients, any limitation clause must be fair under the Consumer Rights Act 2015.]

• For consumer clients: These limitation clauses are subject to the fairness test under the Consumer Rights Act 2015. Any term that is found to be unfair will not be binding on you.

Part 10: Termination

29. Termination by You

29.1 You may terminate our retainer at any time by giving us written notice. You do not need to give a reason.

29.2 If you terminate the retainer, you will remain liable to pay our fees and disbursements for work done up to the date of termination.

30. Consumer Cancellation Rights

[DRAFTING NOTE: This clause applies only to consumer clients who entered into the contract at a distance or off-premises.]

30.1 If you are a consumer who entered into this contract at a distance (e.g., by email, telephone, or online) or off-premises (i.e., not at our office), you have the right to cancel this contract within 14 days of the date the contract was formed, without giving any reason.

30.2 To cancel, you must inform us of your decision by a clear statement (e.g., by letter or email).

30.3 If you request that we begin work during the 14-day cancellation period, you acknowledge that:

(a) you will lose your right to cancel once the service has been fully performed;

(b) if you cancel before the service is complete, you will pay for the work done up to the point of cancellation.

31. Termination by Us

31.1 We may terminate our retainer by giving you reasonable notice in writing. We will only do so for good reason.

31.2 We will not terminate our retainer at a time that would cause you prejudice (for example, immediately before a court hearing) except in exceptional circumstances.

Part 11: Complaints and Regulatory Protections

32. Our Complaints Procedure

32.1 We are committed to providing a high-quality service. If you are unhappy with any aspect of our service, please let us know.

32.2 To make a complaint, please contact:

Complaints Handler Name:

[Enter name]

Complaints Email:

[Enter email]

Complaints Telephone:

[Enter telephone]

32.3 We will:

(a) acknowledge your complaint within [3 / 5] working days;

(b) investigate your complaint thoroughly and fairly;

(c) provide a full written response within [14 / 21 / 28] days;

(d) keep you informed if we need more time.

32.4 If you need support to make a complaint, in accordance with SRA Code Rules 3.4 and 6.2, we will provide help understanding the process, alternative formats, extra time, and other reasonable adjustments.

33. Legal Ombudsman

33.1 If you are not satisfied with our response to your complaint, or if we have not resolved your complaint within 8 weeks, you may refer your complaint to the Legal Ombudsman.

33.2 The Legal Ombudsman investigates complaints about the service provided by lawyers. It is a free and independent service.

33.3 You must refer your complaint to the Legal Ombudsman within:

• ONE YEAR of the act or omission you are complaining about; AND

• SIX MONTHS of receiving our final written response to your complaint; AND

• SIX YEARS of the act or omission (longstop)

• ALL time limits apply. If you miss any deadline, the Legal Ombudsman may not be able to consider your complaint.

33.4 Legal Ombudsman contact details:

ℹ Legal Ombudsman: PO Box 6167, Slough, SL1 0EH | Telephone: 0300 555 0333 | Email: enquiries@legalombudsman.org.uk | Website: www.legalombudsman.org.uk

34. Financial Ombudsman Service (If Applicable)

[DRAFTING NOTE: Include ONLY if you conduct FCA-regulated activities. Delete if not applicable.]

34.1 If your complaint relates to services regulated by the Financial Conduct Authority (such as insurance mediation, consumer credit, or claims management), you may be able to complain to the Financial Ombudsman Service.

34.2 You must complain to the Financial Ombudsman within SIX MONTHS of receiving our final response AND within SIX YEARS of the event (or three years from when you became aware).

ℹ Financial Ombudsman Service: Exchange Tower, London, E14 9SR | Telephone: 0800 023 4567 | Email: complaint.info@financial-ombudsman.org.uk | Website: www.financial-ombudsman.org.uk

35. Solicitors Regulation Authority

35.1 The Legal Ombudsman deals with service complaints. If you have concerns about our conduct or behaviour (such as dishonesty or a serious breach of the SRA's rules), you can report these to the Solicitors Regulation Authority.

ℹ SRA: www.sra.org.uk | Tel: 0370 606 2555

Part 12: General Provisions

36. Conflicts of Interest

36.1 Before accepting your instructions, we will check for any conflict of interest that would prevent us from acting.

36.2 If a conflict of interest arises during your matter, we will discuss this with you. We may be able to continue acting with appropriate safeguards, or we may need to stop acting.

37. Outsourcing

37.1 We may outsource certain administrative or support functions (such as typing, copying, or IT services) to third-party providers.

37.2 Any outsourcing will be carried out under appropriate confidentiality arrangements.

37.3 We remain responsible for work we outsource.

38. Governing Law and Jurisdiction

38.1 These Terms of Business and any dispute arising from them shall be governed by and construed in accordance with the law of England and Wales.

38.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms, except that you may also bring proceedings in the courts of Scotland or Northern Ireland if you live there.

Document Information

This Terms of Business Template is issued by [Platform Name] for solicitors using the Platform.

Document Version: 2.0

Effective Date: January 2025

Last Updated: January 2025

Next Review: July 2025

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Regulatory Framework

SRA Standards and Regulations 2019 (as amended 2025)

SRA Code of Conduct for Solicitors, RELs and RFLs - Rules 3.4, 6.2, 8.6-8.11

SRA Principle 6 (Equality, Diversity and Inclusion)

SRA Accounts Rules 2019

SRA Indemnity Insurance Rules 2019

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Consumer Rights Act 2015

Digital Markets, Competition and Consumers Act 2024

Equality Act 2010

Mental Capacity Act 2005

Money Laundering Regulations 2017 (as amended)

LSAG Anti-Money Laundering Guidance 2025

Economic Crime and Corporate Transparency Act 2023 (ECCTA 2023)

Proceeds of Crime Act 2002

UK GDPR and Data Protection Act 2018

Late Payment of Commercial Debts (Interest) Act 1998

Solicitors Act 1974

Legal Services Act 2007

FCA Handbook and Consumer Duty 2023 (where applicable)

Related Documents

Client Care Letter Template V1.0

Terms of Engagement Template V1.0

Costs Information Template V1.0

Complaints Procedure Template V1.0

Legal Ombudsman Information Template V1.0

Right to Challenge Bill Template V1.0

Regulatory Protections Template V1.0

Identity Verification Request Template V1.0

Professional Indemnity Insurance Template V1.0

Privacy Notice Template V1.0

Useful Links

SRA: www.sra.org.uk

SRA Standards and Regulations: www.sra.org.uk/solicitors/standards-regulations/

Legal Ombudsman: www.legalombudsman.org.uk

Financial Ombudsman Service: www.financial-ombudsman.org.uk

ICO (Data Protection): www.ico.org.uk

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• DISCLAIMER: This template is provided as a starting point. Firms must review and adapt it for their own circumstances. This does not constitute legal advice. Firms are responsible for ensuring their terms comply with all applicable laws and regulations. Consider having your terms reviewed by your compliance officer, COLP, or external advisor.

[Platform Name]

Operated by: [Company Name]