As set out above, and subject to a lien, the client owns their file and can call for it at any time. We have to provide it, but in whatever medium we are storing it. So, if we have a hard copy only, then in hard copy. More likely, we will hold a soft copy only and if the client wants a hard copy, then they will have to pay for printing.
You must carefully consider a request for the file. You must be satisfied that it has been made by someone with a right to the file and you must be satisfied that there are no concerns as to what the file may or may not say. So long as you are satisfied in these two respects you can action the file request.
Where you cannot see any difficulties with the provision of a file then you should decide whether you will provide a hard copy or a digital copy of the file. To provide a digital copy of the file, contact the IT Team. They have a standard template of questions which you will need to answer and return, together with a copy of the client consent. To provide a hard copy of the file, contact the Admin Team, and consider if we should first take a copy. Again, any such request should be accompanied by client consent. Usually we should take a copy of anything we do not already have digitally. For these kinds of routine file requests, you are welcome to consult the Corporate Counsel who has expertise in the provision of files to clients.
Please read the Law Society note carefully before arranging for the transfer of a file to a client or new replacement solicitor. Before the file leaves the firm, it is your responsibility to remove from the file any internal papers for which the client has not been charged (this is why we require you to file such from the outset in a sub folder marked "Not Part Of The Client File"). However, if disclosing them poses no risk, then in practice there is no need to carry out such a filleting exercise.
Where a client requests the file and you are concerned about the client's motives or the contents of the file, then you must promptly contact the General Counsel.