Accessibility & Client Care Policy

Introduction

We are committed to providing high-quality, accessible and inclusive services. Under the Solicitors Regulation Authority’s Code of Conduct for Firms (paragraph 3.4), we take account of your attributes, needs and circumstances so that you can participate fully and fairly in the services we provide. This policy explains how we identify and respond to your needs, including where additional support or adjustments may be appropriate.

We recognise that clients, as well as members of the public who interact with our services, may have varying needs due to health, communication, mobility, language or cognitive challenges. These may affect their ability to:

  • Understand legal information;
  • Access our services;
  • Communicate instructions to us; and
  • Make decisions independently.

Equality and non-discrimination

We are committed to providing our services on an equal and non-discriminatory basis. We do not discriminate, directly or indirectly, against any client or member of the public on the basis of a protected characteristic under the Equality Act 2010, such as age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

In delivering our services, we recognise that treating people equally may require different treatment in order to achieve fair and meaningful access. Where necessary, we will make reasonable adjustments and adapt our practices so that clients can participate fully and make informed decisions, in line with our legal obligations and professional duties.

This commitment applies to all stages of our engagement with you, including initial contact, onboarding, advice, communications, decision-making, and complaints handling.

Internal responsibility and training

We maintain internal processes to support this policy, including staff awareness and periodic review of our approach to accessibility and reasonable adjustments. If you would like to raise an accessibility concern, or discuss an adjustment, you may contact us using the details at the end of this policy.

Clients and members of the public with specific needs

Vulnerability can arise from different circumstances. While some individuals might openly discuss their needs with their legal advisers, we understand that others may be more hesitant to do so. We look out for indicators of vulnerability, which include but are not limited to:

  • Disabilities (physical, sensory, cognitive, or neurodiverse);
  • Limited English proficiency;
  • Communication difficulties;
  • Poor financial literacy;
  • Heavy reliance on others (family or friends) for care, support, or accommodation; and
  • Temporary vulnerabilities (such as bereavement or distress).

What this means for you

We will make every reasonable effort to accommodate you and make tailored reasonable adjustments.

In line with guidance by the Law Society (as at 8 January 2026) and our obligations under the Equality Act 2010, we endeavour to anticipate specific needs and to remain proactive in our consideration of barriers that may impede engagement with our services. However, we will not always know about your personal circumstances.

We encourage you to inform us about any difficulties you may be experiencing, even if they are temporary.

Oral and written communications with you

Whether we speak to you by phone, video call, or in person, or send you letters, emails, or documents, we will look for any signs that indicate you need reasonable adjustments.

If you tell us you have specific needs or attributes, we will engage with you to understand how we can tailor our communication, by doing one or more of the following:

  • Using plain language and avoiding unnecessary legal jargon;
  • Allowing extra time in virtual or in-person meetings if you need it;
  • Breaking discussions into smaller parts to give you time to absorb information;
  • Providing written summaries of key points and next steps, where helpful;
  • Offering alternative document formats if needed (e.g. large print, clear fonts, simplified language);
  • Providing written text on a coloured rather than a white background, where requested and reasonably practicable; and
  • Providing other reasonable accommodations as needed.

While we strive to anticipate potential barriers, we may not always be aware of personal circumstances or adjustments that would assist you. We encourage you to tell us what we can do for you, as the above examples are a non-exhaustive list. We will gladly consider other ways, and we continually monitor guidance in line with our professional conduct obligations.

Recording adjustments

Where appropriate, we may keep a record of reasonable adjustments requested or agreed, so that we can provide consistent support throughout your matter. Any such records will be handled in accordance with our privacy obligations.

Website Content

We recognise that many people will first interact with us through our website. Our website is designed with reference to recognised accessibility standards. We periodically review our website to identify and address barriers to access.

In developing and maintaining our website, we:

  • Use clear, plain language as far as possible;
  • Ensure content is readable across different devices; and
  • Comply with the Web Content Accessibility Guidelines (WCAG) (currently WCAG 2.1 AA), which are international standards from the W3C (World Wide Web Consortium).

Our website is intended to provide general information about our services and how to contact us, subject to the Legal Notices page.  If you experience difficulty accessing our website or would prefer to receive information in a different way, you may contact us directly and we will consider how best to assist.

You can contact our law firm by telephone on 0207 058 0050.

If you prefer to send us an email, please contact info@charleslyndon.com.

Alternatively, you may post a letter to us at Charles Lyndon, 110 Cannon Street, London EC4N 6EU.

The role of carers and support persons

We welcome the involvement of carers, family members or other support persons where this helps you understand information and participate in decisions about your matter.

We will:

  • Work with carers or support persons where you want us to;
  • Communicate with them as you direct;
  • Check with you that any instructions or decisions we discuss with your support person are your own;
  • Respect your confidentiality and only share information with your consent.

In all circumstances, we will request your authorisation to take instructions from a carer, family member or other support person, in writing.

Where someone has formal authority to act on your behalf (for example, under a lasting power of attorney), we will confirm appropriate documentation before accepting instructions.

Feedback

We will make every reasonable effort to support you based on your needs. We welcome feedback on how we communicate and how accessible you find our services. If you have questions about this policy, or if you wish to discuss any support or adjustments, please contact us and we will endeavour to reply as soon as practicable. We take requests seriously and are committed to providing a fair and inclusive service.

Charles Lyndon Limited
110 Cannon Street, London,
EC4N 6EU

Telephone: 0207 058 0050
Email: info@charleslyndon.com