Handling Client’s Dispute Over Fees
Member Query
One of my clients is currently seeking a refund because, according to him, the work was not done as agreed.
I have written proof of all the hours worked, and I am currently consulting a lawyer who is assisting me with a response to his letter. She suggested that I contact you first, as the client is trying to threaten me, stating that he will go to CIBA to report me.
It’s a small client and he seeks R15,000 from me, which is not a lot, but I am not going to pay it as he harassed me for months and I assisted him after he fell into financial distress and attempted to do the submissions himself.
Do you have any suggestions for similar situations? I want to be proactive in this regard, and I am currently collecting all supporting documents for his allegations.
Our Response
Thank you for taking a proactive approach to this situation. I appreciate the context and the professionalism with which you are handling the matter, especially given the history of support you’ve provided to the client under challenging circumstances.
Firstly, please be assured that CIBA does not act on threats or informal complaints without a formal process being followed. Should the client choose to lodge a formal complaint, they will be required to submit substantiated evidence. You will, in turn, have a full opportunity to respond with your supporting documents and explanation.
You are taking the proper steps by engaging with a legal representative and collecting the necessary records. I encourage you to continue working closely with your lawyer, as they are best positioned to protect your interests and ensure your responses remain professional and appropriate.
In preparation, please ensure you retain copies of the following:
A signed engagement letter or service agreement.
A signed or accepted quotation outlining the agreed scope and cost.
Time records, communications, and any proof of work completed.
Evidence of attempts to assist the client beyond your contractual obligations.
If the client does submit a complaint to CIBA, we will follow due process and provide you with the opportunity to respond formally. At this stage, there is no further action required from you unless a complaint is officially lodged.
