IAA client care letter: template and Code requirements

By Syed Husnain Khalid · Published 8 October 2026 · Last checked 8 October 2026 · 10 min read

Drafted with AI. Each claim was checked against the primary sources listed below by AI on 8 October 2026; a person has not reviewed it yet.

Short answer

A client care letter is the written agreement that an adviser regulated by the UK Immigration Advice Authority (IAA) gives every prospective client. Code 5.3 requires an effective letter. Code 5.4 requires a record of the client’s agreement. The IAA’s Guidance Notes list 12 items the letter should include.

This guide is for UK immigration advisers, and for organisations applying for IAA registration, who need a letter that meets the Code of Standards 2024. That Code took effect on 1 September 2024, and the IAA’s model documents page was last updated on 3 March 2026. Building Filyst, our case management product, we set a retention date when a case closes, so we read the Code’s record rules closely. The sections below cover who issues the letter and when, the 12 items, what the IAA’s model letter adds, how to record agreement, a template to adapt, and how long to keep it.

The letter is issued and agreed before work starts, except in the exceptional circumstances the Guidance Notes describe.

What is an IAA client care letter?

An IAA client care letter, which the IAA abbreviates to CCL, is the document that tells a prospective client who is acting for them, what work is agreed, what it costs and how to complain. The Immigration Advice Authority is the UK regulator of immigration advice and services. Its Code of Standards 2024 sets nine Principles, each with numbered Codes.

Principle 5 is “Act in the best interest of your client, deal with clients professionally and ensure they receive a good quality of service”. Two of its Codes govern the letter. Code 5.3 says you must “provide all prospective clients with an effective client care letter”. Code 5.4 says you must “keep a record of the client’s agreement to their client care letter either by way of a signed and dated copy of the letter or evidence of their agreement electronically”.

The Guidance Notesare the IAA’s explanation of the Code. They are not binding. The Code says an organisation that departs from them needs to explain why, and prove the Principle was still met, at a premises audit or in a complaint investigation.

Who must issue a client care letter, and when?

Every organisation or person the Code applies to must give the letter to every prospective client. The Code applies to anyone providing immigration advice or immigration services in the UK on a relevant matter under section 82 of the Immigration and Asylum Act 1999, except those listed in Schedule 5, paragraph 3(3).

The Guidance Notes to Code 5.3 define a prospective client as someone:

with whom an adviser has had an initial consultation; and
with whom there is an expectation of a continuing professional relationship.

Both conditions apply. Code 5.3 sits under Principle 5, which applies to fee-charging and non-fee-charging organisations alike. Only the Principle 9 Codes are limited to “organisations that charge clients fees”. The IAA publishes a separate model letter for each kind of organisation.

The Guidance Notes say an effective letter is “issued in a timely fashion in relation to the action proposed”, is clear about what the adviser will do, and highlights issues the client needs to know, such as documents to provide or costs. An organisation applying for registration submits a draft letter. The IAA’s model document says that without a draft meeting Code 5.3, the IAA “cannot be satisfied you will comply with Principle 5”.

What should an IAA client care letter contain?

The Guidance Notes to Code 5.3 say an effective client care letter should include 12 items. The table lists all 12 in the IAA’s order, with the section of the template below that covers each one.

#	The letter should include	Template section
1	A statement identifying the client for whom the organisation is acting	Opening
2	A statement of the client's immigration status, if known	Your instructions
3	Full details of the client's instructions, advice given and the work agreed to be done, with estimated timeframes	Your instructions; Our advice and the work agreed
4	Confirmation of the costs estimated or agreed	Fees and costs
5	Confirmation that client money held by the organisation remains the client's until the client is invoiced and payment is due	Fees and costs
6	Information explaining what, if any, additional costs may be incurred for which the client may become liable	Fees and costs
7	Contact details of the adviser dealing with the matter: name, address, telephone number and email address	Who is dealing with your case
8	Confirmation that, if the client hands over original documents, the client will, if necessary, be given copies as soon as reasonably practicable	Your documents
9	The organisation's complaint-handling procedures	Complaints
10	All other terms and conditions of the agreement and, if online selling regulations are relevant, the client's protections under relevant legislation	Other terms; Your right to cancel
11	Confirmation that the organisation is regulated in the UK by the Commissioner and that the Commissioner has the power to examine the client's file	Opening; Complaints
12	Confirmation that the organisation retains full responsibility for all work done on behalf of the client	Responsibility for the work

The Commissioner in item 11 is the Immigration Services Commissioner, the office holder who makes the Code. Two further points from the Guidance Notes affect the letter:

Discounts: the guidance to Code 9.1 says the reasons for a discount “should be recorded in writing in the client care letter and in the attendance notes”. An attendance note is the record of each dealing with a client that Code 8.5 requires.
Contact details: the guidance to Code 5.3 says an organisation whose contact details change is expected to notify its clients promptly in writing.

What does the IAA’s model letter add?

The IAA’s model client care letter adds sections that are not among the 12 items, including the registration number, the authorised Level and a professional indemnity insurance paragraph. The model is a Word file on the IAA model documents page, titled Client Care Letter – Adviser Guidance. It holds two sample letters.

Section in the IAA model	What it says	In which model letter
Registration	The organisation's IAA registration number, and the Level and categories it is authorised for	Both
Charity status	The Charity Commission registration number	Non-fee-charging
Line manager	The name and contact details of the adviser's line manager	Both
Progress	A promise to keep the client informed of progress and developments	Both
Office opening times	The days and hours the office is open (the model's "How we work" section adds that appointments are booked by telephone)	Both
Outsourcing	That some work may be outsourced to appropriately authorised entities, with the organisation keeping full responsibility	Both
No fee	That no fee is charged for advice, and that the client pays Home Office fees and other disbursements	Non-fee-charging
Professional fees	The fixed fee, what it includes, the VAT position, the client account, and estimated application fees and Immigration Health Charge	Fee-charging
Your file	How long the file is kept after the case closes	Both
Professional indemnity insurance	That the IAA requires cover and what the cover is for	Both
Complaints to the IAA	The IAA's complaints portal, email address and postal address	Both
Cancellation rights	A 14-day right to cancel a distance or off-premises contract, with a model cancellation form	Fee-charging
Signature block	A request to sign, date and return the letter	Both

One wording point needs care. The model letter says the IAA requires a copy of the case file to be kept “for up to 6 years after your case is closed”. Code 5.10 says “at least six years”. The template below follows the Code’s wording.

The cancellation section reflects item 10. Under regulation 29 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer can cancel a distance or off-premises contract during the cancellation period. Under regulation 30, that period for a service contract ends 14 days after the day the contract is entered into.

How do you record the client’s agreement?

Code 5.4 accepts two records of agreement: a signed and dated copy of the letter, or evidence of the client’s agreement electronically. The Code does not name a method for electronic agreement. It counts email as a written communication, alongside hard copy letter and fax.

The Guidance Notes to Code 5.4 add that the adviser should always ensure the client understands the contents of the letter and confirms in writing that they agree with them. At an audit or in a complaint investigation, “the onus is on the adviser to demonstrate to the Commissioner that the client is aware of and understands the contents of the letter”.

The Guidance Notes allow one exception. In exceptional circumstances an adviser may act before the letter is agreed, or before it is issued. The example given is a client in detention who is about to be removed, where representations are urgent. In that case the guidance expects:

A note explaining the situation, placed on the client’s file.
A full record of the initial discussion with the client, placed on the file.
A client care letter issued as soon as reasonably practicable, with its contents agreed before any further work is undertaken.

The Code itself uses this example. Where agreement cannot be obtained, the Commissioner may decide that Principle 5 has not been breached although Code 5.4 has not been met, based on evidence that the client was fully aware of the action being taken and that proceeding was in their best interest.

Client care letter template

This template is a starting point to adapt, not a finished letter. It covers the 12 items and most of the sections the IAA model adds. Replace every bracket, delete what does not apply, and compare the result with the IAA’s own model before use. The IAA has not reviewed or approved this text.

Opening

[Organisation name and address] · Our ref: [reference] · Date: [date]

Dear [client’s full name],

Thank you for instructing [organisation name]. We act for you, [client’s full name], date of birth [date], of [address]. We are regulated in the UK by the Immigration Advice Authority (IAA). Our IAA registration number is [number]. We are authorised to provide immigration advice and services at Level [1, 2 or 3] in the categories of [categories].

Your instructions

I write further to our consultation on [date]. You told me that you are a national of [country] and that your current immigration status is [status and expiry date, or “not known”]. You instructed me to [instructions in full].

Our advice and the work agreed

My advice is [advice given, including the merits]. We agreed that we will [work to be done, step by step]. You agreed to [documents and information the client will provide, with dates]. The key dates in your case are [dates]. We estimate that [each step] will take [timeframe].

Who is dealing with your case

I, [adviser’s full name], [job title], am responsible for your case. You can reach me at [address], on [telephone number] or at [email address]. My line manager is [name], [telephone number], [email address]. Our office is open [days and hours]. We will keep you informed in writing of the progress of your case. If our contact details change, we will tell you promptly in writing.

Fees and costs

Fee-charging organisations: our fee for this work is [fixed fee of £X / estimate of £X], which is in line with our fee scale. It includes [what is included]. [VAT is not charged / the fee includes VAT.] [We have agreed a discount of £X because (reason).] We will send you an invoice when payment is required and a receipt for every payment.

Money you pay us for work not yet done is held in a client account that is separate from our business account. It remains your money until you are invoiced and payment is due.

You are also responsible for these additional costs: [Home Office application fee of £X; Immigration Health Charge of £X; other disbursements, such as translations or expert reports]. We will tell you in writing before any other cost is incurred.

Non-fee-charging organisations, in place of the three paragraphs above: we will not charge you a fee for immigration advice or services. You are responsible for [Home Office application fees and other disbursements].

Your documents

If you give us original documents, such as a passport or birth certificate, we will give you copies as soon as reasonably practicable. We will return the originals as soon as possible after they have served their purpose.

Responsibility for the work

[Organisation name] retains full responsibility for all work done on your behalf. [We will ask for your written consent before we outsource any part of your case or seek other professional services for you.]

Your file

We will keep your file and records for at least six years after your case closes and then destroy them securely. You can ask to see your file at any time. The IAA has the power to examine your file as part of its regulatory role.

Professional indemnity insurance

The IAA requires us to hold professional indemnity insurance. Our cover is with [insurer] up to [limit].

Complaints

If you have a concern about your case, please raise it with me or with [name of the person who handles complaints], preferably in writing. Our complaints procedure is enclosed. It explains how we acknowledge and investigate a complaint and how long each step takes.

You have the right to complain to the IAA at any time: [the IAA’s current complaints portal, email address and postal address, copied from the IAA model document on the day you issue the letter].

Other terms

[All other terms and conditions of the agreement: how either side ends it, how refunds are handled, how we use your personal data.]

Your right to cancel

[Include where you are a consumer and this agreement is a distance or off-premises contract.] You have the right to cancel this agreement within 14 days after the day it is entered into. To cancel, tell us clearly before the period ends, for example by letter or email. You may use the enclosed cancellation form, but you do not have to.

[If you want us to start work before the 14 days end, please tick here: ☐ I ask you to start work now, and I understand that I lose the right to cancel once the work is fully done. If you cancel before then, you pay for the work done up to the time you tell us, in proportion to the full fee.] This wording follows regulation 36of the same Regulations: a firm must not start a service inside the cancellation period without the consumer’s express request, made on a durable medium for an off-premises contract, and without that request the consumer bears no cost for work done in the period.

Agreement

Yours sincerely, [adviser’s signature, full name, job title, organisation name and business address]

Please sign and date this letter and return it to us, or reply by email, to confirm that you understand and agree to its contents. Client’s signature: [signature] · Date: [date]

How long is the letter kept, and who can ask for it?

The agreed client care letter is part of the client file, and Code 5.10 requires all client files and records to be retained for at least six years and then securely destroyed. Code 8.6 requires client records to be stored securely, accessible to the client at any time and available to the Commissioner on request.

Code 5.10 sets the minimum period, and our guide to how long UK immigration advisers keep client records explains when that period starts and how secure destruction works. The letter also points to the written procedure that Code 3.5 requires, which the IAA complaints procedure guide sets out.

What goes wrong with client care letters?

Four problems come up in the Code and Guidance Notes: no agreed letter on file, a letter issued late, a letter that is unclear or proposes unsuitable work, and a letter created after the event. Each is dealt with under a different Code.

Failure	What the IAA's text says	Code or Principle
No record of agreement	Without a signed and dated copy or electronic evidence, Code 5.4 is not met	Code 5.4, Principle 5
Late letter	An effective letter is issued in a timely fashion in relation to the action proposed	Code 5.3, Principle 5
Unclear letter proposing wholly unsuitable action	The IAA's example says non-compliance with Code 4.2 and a breach of Principle 4 might be found, rather than under Code 5.3, because the more significant issue is the failure to give competent advice	Code 4.2, Principle 4
Letter created after a complaint and never issued	Case Study 2 under Principle 2: the adviser is likely to be found non-compliant with Code 2.1 (honesty) and may be non-compliant with Code 1.2 (misleading the Commissioner)	Codes 2.1 and 1.2, Principle 2

The agreed letter is one of the records an IAA audit looks for, and the Immigration Advice Authority (IAA) audit checklist lists it with the other Principle 5 evidence.

The client care letter is one Code among nine Principles. Our IAA Code of Standards 2024 guide covers the whole Code, including the progress updates under Code 5.5 and the closure letter under Code 5.8 that follow the client care letter on every file.

Can case software hold the record?

Case software can store the agreed letter and the evidence of agreement against the case, but the adviser still writes the advice and checks the client understands it. Code 8.4 requires an effective file management system and does not require any particular product.

Filyst does not write client care letters. What we built is the record around them: when a case closes, Filyst sets a retention date, six years by default for UK firms, and reminds the firm when destruction is due. It also keeps an audit log of who did and approved what. Software for UK immigration advisersdescribes that record. Meeting the Code stays the firm’s responsibility.

Frequently asked questions

Is a client care letter mandatory for IAA advisers?

Yes. Code 5.3 of the IAA Code of Standards 2024 says you must provide all prospective clients with an effective client care letter, and Code 5.4 says you must keep a record of the client's agreement to it.

Can a client agree to the client care letter by email?

Code 5.4 accepts a signed and dated copy of the letter or evidence of the client's agreement electronically. Keep that evidence on the client file.

Can an adviser start work before the letter is agreed?

Only in exceptional circumstances, such as a client in detention who is about to be removed. The Guidance Notes expect a note and a full record of the initial discussion on file, then a letter issued and agreed as soon as reasonably practicable, before any further work.

Do non-fee-charging organisations need a client care letter?

Yes. Code 5.3 covers all prospective clients, and the IAA publishes a separate model letter for non-fee-charging organisations.

Does the IAA publish its own client care letter template?

Yes. The IAA model documents page on gov.uk holds a Word file with two model letters, one for fee-charging and one for non-fee-charging organisations.