Many frustrations between firms and clients are not about accounting at all. They are about expectations: the client expected a reply the same evening, sent documents by messenger, or did not know the deadline. A short, written communication policy settles these questions once.
Keep it to one page
Nobody reads a ten-page policy. Aim for one page in plain language that you can attach to the engagement letter and link from your e-mail signature.
1. Channels: where to send what
- Documents: one place only - for example your client portal - not e-mail or messengers.
- Questions: e-mail or the portal, so answers are documented.
- Urgent matters: a phone number and what counts as urgent.
2. Response times
State realistic reply times, such as “within one working day” for questions and “within two working days” for document reviews. A promise you keep builds more trust than a fast promise you break.
3. Working hours
Say when the firm is reachable, including holidays and the busy days around filing deadlines. Clients who know you are closed on Friday afternoon do not feel ignored when you reply on Monday.
4. The monthly routine
- When the document request is sent each month
- The due date for documents
- How reminders work and when they stop
- What happens if documents arrive late
5. Document standards
Preferred formats (PDF exports, readable photos), the full period for bank statements, and how to say “nothing this month”. Link to more detailed guidance if you have it.
6. Data protection
Explain briefly how documents are stored, who can access them and how long they are kept. Ask clients not to send identity documents or passwords by e-mail.
7. Changes and contacts
Ask clients to tell you about changes that affect the books - new bank accounts, employees, business activities - and name the person or address to contact.
Introduce it, then apply it consistently
Send the policy to new clients during onboarding and to existing clients with a short, friendly note. Then follow it yourself: if the policy says documents go to the portal, gently redirect documents that arrive by messenger. Consistency is what makes a policy real.
MonthDocs makes the document part of the policy easy to follow: one place to upload, a visible due date, automatic reminders and clear feedback when a document needs fixing.
