Paragraph eleven of the client care letter
The client care letter asks for money on account. It is in paragraph eleven, after the scope and before the terms. The client signs and returns the letter, and assumes that is everything. The fee earner, keen to get going, starts work. Three weeks later accounts mention that no money has arrived, and the fee earner has to raise it with a client they have been working for.
When a transfer does arrive, it has the client's surname as the reference and no matter number, and accounts spend time working out which of the three Smiths it belongs to.
Why payments on account are hard to collect
The request is easy to miss. It is part of a long letter, not a clear separate ask. Paying is awkward: the client has to set up a new payee, type the account details correctly and add a reference. Some are, rightly, nervous about paying a law firm by bank transfer given how often firms warn about fraud.
Chasing is left to the fee earner, who would rather not raise money with a new client and usually has more pressing work.
| Weak point | Consequence |
|---|---|
| Request buried in the letter | Client does not realise payment is needed |
| Bank transfer only | Friction, wrong references, fraud nervousness |
| No automatic reminder | Chasing depends on the fee earner |
| Payment not matched to matter | Fee earner cannot see if it arrived |
What unfunded work costs
Work done without money on account is at greater risk of not being paid. Awkward money conversations with new clients strain the relationship early. Accounts spend time matching payments with poor references. And where your policy says not to start until funds arrive, matters sit waiting while nobody chases.
Fraud risk is real too. Clients who are not sure how to pay safely are the ones most exposed to a fake email with changed bank details.
How we build payment requests that get paid
- Separate request: when a matter is opened with money on account required, a short, clear payment request is sent, separate from the client care letter, stating the amount, what it is for and how to pay.
- Easy, safe payment: a secure card or open banking payment link through a provider your firm chooses (for example Stripe or an open banking provider), or bank details with a unique reference and a clear note about how the firm confirms its details.
- Reminders: if payment has not arrived, reminders go at the intervals you set, with the fee earner copied or not as they prefer.
- Matching: payments are matched to the matter from the unique reference or the payment link, and the matter's status updates.
- Status for the fee earner: the matter shows whether money on account has been received, so they know where they stand before starting work under your policy.
- Top-ups: when funds on account run low against recorded work, a further request can be drafted for the fee earner to approve.
How the start of a matter changes
Clients get a clear, separate request with a simple way to pay. Reminders go out without the fee earner having to raise it. Accounts see payments matched to matters. Fee earners can see at a glance whether funds have arrived and follow your policy without guessing.
The awkward conversation, when it is still needed, happens early and with the facts to hand.
Signs this applies to you
- Money on account is requested only inside the client care letter.
- Work often starts before funds arrive.
- Payments arrive with references that do not identify the matter.
- Fee earners do the chasing themselves.
- Clients ask how they can pay safely.