Engagement Letters

Understanding Engagement Letters

An engagement letter is a formal agreement between you and a legal professional. It sets out the services they will provide, the fees you will pay, and the terms that govern the relationship. Think of it as a contract that protects both parties.

On Expat183, your legal professional will send you an engagement letter before starting any paid work. You must review and sign it electronically before services can begin.

Signing is also what releases your will file. Until you sign, the professional sees only a summary of your circumstances, which is enough for them to quote. Once you sign, they receive your personal details, your asset values and your draft will, so that they can do the work.

Why It Matters

• Clarity: you know exactly what services you are paying for
• Fee transparency: the total cost or fee basis is stated upfront
• Consumer protection: your cancellation and complaint rights are documented
• Accountability: the professional's obligations are recorded in writing
• Dispute resolution: if something goes wrong, the letter is your reference point

Key Sections

Before signing, check that the engagement letter includes:

• Scope of work: a clear description of what the professional will do for you
• Fees and payment terms: the total fee (or how it is calculated), when payment is due, and accepted payment methods
• Timescales: expected timeframes for drafts, final documents, and corrections
• Cancellation rights: your right to cancel and any applicable cooling-off period
• Complaints procedure: how to complain and which external body handles disputes
• Data protection: how your personal information will be used and stored
• Professional indemnity insurance: confirmation that the professional carries PII cover

Cooling-Off Period

Under the Consumer Contracts Regulations 2013, you have a statutory cooling-off period after signing an engagement letter for services contracted at a distance (online). During this period, you may cancel for any reason.

If the professional has already started work at your request, they may deduct a proportionate amount for work completed before you cancelled. The engagement letter will explain this.

How to Cancel

1. Open the engagement letter from your conversation or the Engagement Letters page
2. Check the Notice of the Right to Cancel section of the letter for the deadline
3. Select Cancel engagement in the "What Happens Next" section (available within the statutory cooling-off period after signing)
4. Confirm cancellation with Yes, cancel engagement. Any outstanding invoices will be cancelled automatically

If Something Goes Wrong

If you are unhappy with the service you receive, follow these steps:

1. Contact the professional directly: most issues can be resolved informally through the conversation thread
2. Use the in-house complaints procedure: the engagement letter will explain how to make a formal complaint to the professional's firm
3. Escalate to the relevant external body: if the complaint is not resolved, you can contact the appropriate regulatory or ombudsman body (see below)
4. Report on Expat183: use the Report Conversation option in the conversation menu if you believe the professional has acted improperly

External Complaints Bodies

• IPW members (will writers): IPW Alternative Dispute Resolution / Conciliation Service
• Solicitors (England & Wales): Legal Ombudsman (LeO)
• Solicitors (Scotland): Scottish Legal Complaints Commission (SLCC)
• Solicitors (Northern Ireland): Law Society of Northern Ireland (LSNI)

Your engagement letter will confirm which body applies to your professional.

Can I share my engagement letter?

Yes. Once your engagement letter has been signed, you can share it via email using the Share via Email button on your engagement letter review page. The recipient will receive a copy of the signed PDF as an attachment.