Give an out-of-scope matter an appropriate next step.
Set a firm-approved process for prospects whose needs fall outside the work you take on.
Agree what can be offered.
Your firm decides when to provide information about another service, suggest an approved contact or prepare a referral for review.
Control the information shared.
Scope any transfer of personal or matter information around the person’s permission and your firm’s approved process. A directory entry and a completed referral are recorded as different outcomes.
Make the handoff visible.
Agree who reviews the referral, which information is included and whether the receiving organization’s response can be recorded.
Referral policies and any commercial arrangements are supplied and approved by your firm.