Write a client document policy, with a template.

Most delays in collecting documents aren't caused by clients refusing to send them. They come from clients not knowing where to send them, by when, or what happens if they don't. A short client document policy answers all three before the first request goes out.

This guide explains why a written policy helps, what to put in it and how to keep it short. It ends with a template of under 300 words that you can adapt for your engagement letter, your website or your welcome email.

Why a written policy helps

Without a policy, every client works out their own way of sending you things. One emails photos, one posts a folder, one shares a link to a cloud drive. Your team then spends time finding files instead of working on them.

A policy fixes three things in writing:

• One channel. Clients know where documents go, and your team knows where to look.
• Timelines. Clients know how long they have, and when they'll hear from you if something is missing.
• What happens when documents are late. Clients hear it calmly at the start, not as a surprise in the week of a deadline.

It also helps inside the firm. When everyone follows the same rules, a client gets the same answer whoever they ask. And when a deadline is missed, you can point to something the client agreed to at the start.

What to put in your policy

Keep to what a client needs to act on. Eight short sections cover most firms:

• Where to send documents. One channel, named plainly. Say what to do with paper, if you still accept it.
• What not to send by email. ID, bank statements and anything with account numbers. Say what you'll do if they arrive by email anyway.
• What you'll ask for. One list per piece of work, with a due date, and what to do if something doesn't apply.
• How long clients have. A minimum notice period, and a cut-off for work with a fixed deadline.
• Reminders. When you'll remind them, and that you'll only list what's still missing.
• Late documents. What you'll do and what you may not be able to do. Mention any extra cost here, if there is one.
• Wrong or incomplete documents. That you'll say exactly what's wrong and ask for a replacement the same way.
• Questions and how long you keep files. One contact, and a plain statement of how long uploaded files are kept.

Leave out anything that's really about the work itself, such as fees or scope. That belongs in the rest of your engagement letter.

Keep it short and plain

A policy only works if clients read it. Aim for one screen on a phone.

• Write to the client. "Please upload your documents through the link we send you", not "Documents shall be submitted via the designated portal."
• Use numbers, not adjectives. "At least 10 working days" is clearer than "reasonable notice".
• State consequences without threats. "We may not be able to file on time" is honest and polite. "Late documents will not be accepted" usually isn't true.
• Promise only what you'll do. If you won't really remind every client on day 3, don't write it.

A client document policy template

Copy the template below and replace everything in [square brackets]. Delete any line that doesn't apply to your firm.

HOW TO SEND US YOUR DOCUMENTS

[Firm name] collects documents from clients in one way, so nothing
gets lost and we can start your work on time.

1. Where to send them
For each piece of work, we'll email you a private upload link.
Please upload everything through that link. [You don't need an
account or a password.] Paper documents can be posted or dropped
at [address].

2. Please don't email sensitive documents
That includes ID, bank statements and anything with account
numbers. If they arrive by email, we'll ask you to upload them
through your link instead.

3. What we'll ask for
Each request lists every document we need and a due date. If
something doesn't apply to you, or you can't find it, tell us
rather than leaving it blank.

4. When we need them
We'll give you at least [10] working days. For work with a fixed
deadline, we need everything by [date or number of weeks before
the deadline].

5. Reminders
If something is still missing, we'll remind you [3 and 7 days
after our request and shortly before the due date]. Reminders
only list what we still need.

6. If documents arrive late
We'll start as soon as we can, but we may not be able to meet
[the filing deadline / the date we agreed]. [Any extra charge for
late or rushed work.] We'll always tell you before this happens.

7. If we need a different file
We'll tell you exactly what's wrong and ask for a replacement
through the same link.

8. How long we keep uploaded files
We delete uploaded files from our upload system [number] days
after your work is finished. [What we keep in our own records.]

Questions? Contact [name] at [email] or [phone].

How to adapt it

The same policy can live in several places. Change the format, not the rules.

• Engagement letter. Add it as a short schedule or a section headed "Sending us your documents". If someone reviews your letters, such as your professional body or insurer, ask them to check the wording on late documents.
• Website. Put it on a page linked from your contact or "new clients" page, so you can send the link in any email.
• Welcome email. Keep sections 1, 2, 4 and 6, and link to the full version.
• Each request. Repeat the one or two lines that matter most, usually where to upload and the due date.

If section 8 mentions how long you keep documents, check it against your own retention rules first. Our guide on how long to keep client documents explains what to consider.

Making the policy stick

A policy changes habits only if the firm follows it too.

• Mention it at the start. Walk new clients through the first two sections when you onboard them.
• Reply the same way every time. When documents arrive by email, thank the client and send the upload link. Don't quietly file the attachment, or the email channel stays open.
• Send reminders on the days you promised. Our reminder email templates cover each step, from a gentle nudge to a final notice.
• Review it once a year. Update the notice period and cut-offs if they no longer match how you work.

How to do this in GarnerDocs

GarnerDocs puts your policy's key lines in front of clients on every request, and gives them help pages to read.

• Put the policy in your default request message. In Settings → Branding & portal, write the lines clients need most, such as "Please upload everything here, not by email." It appears above the document list in the request email and under the greeting on the upload page, on Growth and Pro and during your free trial.
• Personalise it, or change it for one request. {first name} and {request} are filled in for each client. The Message to client box in New request starts with your default, so you can add a cut-off for that piece of work only.
• Link the For clients help pages. The For clients help pages are written for your clients, with no sales pitch. Add the link to your policy or website.
• Send the page for the question. Clients unsure how it works can read how to upload your documents. Asked for a different file? Send how to upload a replacement.
• Answer worries about safety. Is my information safe? explains who sees their files and how long they're kept.
• Help a client who's stuck. Send I didn't get the email or My link doesn't work.

Set your default request message