Older Client Care Procedure
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 out staff treat clients 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 only 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 as ease, and understands why this necessary.
Where English is not the first language of our client, or a client has difficulty hearing or with sight, we will discuss with the client or their representatives their needs and what assistance they require and ensure any assistance is provided by an appropriate independent person/technology. A record is kept of persons present at the meetings. If the client declines to have a specific person present this is also documented.
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 does understand.
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. We will talk to clients about the best way to assist them.
In all cases, the pace and duration of each meeting is aligned to the needs of our clients.
Where appropriate we can visit client’s home or to see them in hospital.
We are sensitive to the possibility that older clients may be discomforted if they do not have a current passport or driving licences. Extra care is therefore taken not to cause our clients any embarrassment, while ensuring that money laundering requirements are met.