Terms and conditions

A recent incident has made me re-examine my terms & conditions, and my quotes.

Currently, our quotes specify that free support is limited to simple telephone and email queries. Other enquiries, or advice, is quoted for, and agreed, before commencement. This text isn't in 'small' print, and the quotes are signed by our clients.

We currently have the situation where a client asked a question 'in passing'. There was no formal request for advice, no meeting, and no payment. With anything such as this, we prefer to give written advice, so we can specify the information given to us, as well as the advice provided by us.

Unfortunately, the client has acted without seeking proper advice and is now in a very diffcult situation. Even more worrying, client has written to an HMRC dept about a problem they raised, saying he was just 'following advice'.

OK - I've learned (too late) that this client doesn't care too much for doing things properly, but I'm looking to the future now to make sure it doesn't happen again.

I am considering adding the following to our quotes:

"You should obtain written advice on anything complex, eg. VAT issues, sale of business, Ltd Company restructuring, etc."

I prefer the guidance to be on our quotation, as these are more likely to be read by the client than our T&C.

Any other suggestions would be appreciated.