Applicable legal standards
9. Relevant professional obligations
Client complaints
Kesar's published complaints policy describes the firm's complaints-handling arrangements.
Read Kesar's published complaints policy
Professional indemnity insurance
SRA Indemnity Insurance Rule 9.2 addresses insurer-information disclosure in qualifying circumstances.
Read the official SRA Indemnity Insurance Rules
Professional negligence
The Supreme Court's decision in Perry v Raleys Solicitors addresses causation and lost-opportunity principles in professional negligence litigation.
Read the Supreme Court decision
SRA Code of Conduct: competence, supervision and complaints
Paragraph 3.2 requires competent service delivered in a timely manner. Paragraph 3.4 requires solicitors to consider and take account of clients' attributes, needs and circumstances. Paragraph 3.5 concerns responsibility for and effective supervision of work done by others.
The Code's complaints provisions include requirements to handle complaints promptly, fairly and without charge. These standards are directly relevant to the complaints of 13 and 21 October and the unfulfilled promise of a substantive response by 29 October.
6 November telephone call
The person answering the firm's telephone said Mariah Evans-Marshall was not returning until Monday 9 November. The client objected that the promised 29 October substantive response had already been outstanding for more than a week.