The Lextax Commitment: Building Trust From First Contact
At Lextax, we believe successful client relationships begin with clarity, transparency, and personalized attention. Our client onboarding process is designed to eliminate confusion, set realistic expectations, and establish a foundation of trust—ensuring you feel confident and supported from your very first interaction with our firm.
Why Client Onboarding Matters: The Problem
Moving to Spain or navigating complex international tax and legal issues is stressful enough without adding confusion and uncertainty about your professional service provider. Many international clients describe their experiences with professional firms as:
- Impersonal and generic – feeling like a case number rather than a valued client
- Unclear about costs – discovering unexpected fees or ambiguous billing arrangements
- Poorly communicated – long delays between contact and meaningful engagement
- Lacking accountability – unclear who their primary contact is or what the next steps entail
These common frustrations create anxiety, erode confidence, and damage the client-provider relationship before work even begins.
The Risk: Misalignment and Failure
When client onboarding is handled poorly, the consequences are serious:
- Mismatched expectations lead to disputes about scope, fees, and outcomes
- Delayed problem-solving because critical information is not collected upfront
- Compliance and security risks when sensitive data is not handled securely or documented properly
- Client dissatisfaction and attrition – studies show poor onboarding experiences directly correlate with client churn
The Lextax Solution: A Transparent, Structured Onboarding Journey
Lextax has designed a comprehensive, client-centric onboarding process built on five core principles: transparency, personalization, efficiency, security, and accountability. Each step is carefully orchestrated to ensure we fully understand your needs, clearly communicate our approach, and set the stage for a successful long-term partnership.
The Five Principles of Lextax Onboarding
1. Transparency: Complete Clarity From the Start
What This Means: You will never encounter hidden fees, surprise costs, or unclear expectations. Every aspect of our engagement—scope of work, fees, timeline, and deliverables—is explicitly documented and discussed before any commitment is made.
How We Implement It:
- Initial Consultation: During your first conversation (in-person, video, or phone), we listen carefully to your specific situation. We explain our approach in clear, plain language—avoiding legal jargon or unnecessary complexity.
- Detailed Engagement Letter: Before work begins, you will receive a formal engagement letter outlining:
- The scope of services we will provide
- The fees and billing structure (hourly, fixed fee, retainer, or alternative arrangements)
- Your responsibilities and expected timeline
- Payment terms and accepted methods
- Limitations and exclusions of our representation
- Clear Communication of Next Steps: At the conclusion of each conversation or meeting, we outline the next steps, your responsibilities, and realistic timelines.
Client Experience: You understand exactly what you’re getting, what it will cost, and when it will be delivered. No surprises—only clarity.
2. Personalization: Tailored to Your Unique Situation
What This Means: We don’t use a one-size-fits-all approach. Your onboarding experience is customized based on your specific circumstances—whether you’re a UK pensioner moving to Spain, a multinational company establishing operations, or a non-resident property investor.
How We Implement It:
- Detailed Intake Assessment: Our intake process goes beyond basic information collection. We ask targeted questions to understand:
- Your specific legal or tax challenges
- Your timeline and urgency
- Your concerns and priorities
- Your communication preferences
- Any previous experiences with similar services
- Customized Welcome Package: Based on your profile, you receive a personalized welcome package that includes:
- Resources relevant to your specific situation (e.g., UK pensioner guides, visa requirement checklists)
- A brief overview of the Lextax team members working on your case
- An explanation of how we will approach your particular circumstances
- Assigned Relationship Manager: You will be assigned a dedicated contact person—your primary relationship manager—who understands your file and remains accountable throughout our engagement.
Client Experience: You feel understood and valued as an individual, not processed as a generic intake. From day one, you know the firm has invested time in comprehending your unique needs.
3. Efficiency: Streamlined and Respectful of Your Time
What This Means: We respect your time. Our onboarding process is designed to be efficient, removing unnecessary steps while ensuring nothing important is overlooked.
How We Implement It:
- Digital and Document-Based Intake: All onboarding materials are shared digitally via email and document submissions. You can complete intake forms, gather documents, and submit supporting materials at your own pace—no rushing.
- Organized Information Requests: To minimize the burden on you, we provide a clear, structured list of information and documents we need upfront—avoiding back-and-forth requests for missing items.
- Clear Document Checklists: We provide a detailed checklist of documents we need from you—so you know exactly what to gather and in what format. No guessing or repeated requests about missing information.
- Coordinated Handoffs: Our team maintains seamless internal communication, so information flows smoothly between departments (legal, tax, immigration) without requiring you to repeat yourself.
Client Experience: You move through onboarding efficiently. Within a clearly defined timeline, you know where things stand, what’s next, and when to expect updates.
4. Security: Your Data Protected at Every Step
What This Means: We take data protection seriously. All your sensitive information—financial records, personal documents, communications—is handled with the highest security standards and confidentiality.
How We Implement It:
- Secure Document Handling: All documents are transmitted via secure email channels and stored in secure, restricted locations within our firm.
- Compliance with Data Protection Laws: We adhere to GDPR, Spanish data protection laws, and all applicable privacy regulations. Your data is never shared without explicit permission.
- Confidentiality Agreements: All team members handling your information are bound by strict confidentiality obligations.
- Secure Document Storage: Your files are stored in a secure system with access restricted to authorized team members only.
- Clear Data Privacy Policy: You will receive our comprehensive privacy policy explaining how your information is collected, used, stored, and protected.
Client Experience: You can confidently share sensitive financial and personal information, knowing it is protected with strict confidentiality measures and in compliance with all data protection regulations.
5. Accountability: Clear Roles, Responsibilities, and Touchpoints
What This Means: You always know who to contact, what they are responsible for, and how often you should expect communication. Accountability eliminates the frustration of unclear ownership or delayed responses.
How We Implement It:
- Introduction of Your Team: At the start of your engagement, you will meet (or be introduced to) the key team members working on your file. This includes:
- Your primary relationship manager (your main point of contact)
- The senior advisor or attorney overseeing your case
- Any specialists involved (tax advisor, immigration lawyer, etc.)
- Their roles and areas of responsibility
- Communication Protocol: We establish a clear communication protocol, including:
- Your primary contact person
- Preferred communication method and frequency
- Expected response times (e.g., we commit to responding to inquiries within 24-48 business hours)
- How to escalate urgent issues
- Defined Milestones and Checkpoints: Your engagement includes clear milestones (e.g., «Document Collection Complete by [Date],» «Initial Tax Analysis Complete by [Date]») with regular check-ins to track progress.
- Written Confirmation of Decisions: After every significant conversation or decision, we send a brief written summary confirming what was discussed, what was decided, and next steps.
Client Experience: You know exactly who to contact, and you can trust they will be responsive and accountable for their part of the engagement.
The Lextax Onboarding Timeline: What to Expect
| Stage | Timeline | Key Activities | Your Deliverables |
| Initial Contact | Day 0-1 | Welcome email, scheduling of initial consultation, provision of introductory materials | Your availability for a call/meeting |
| Initial Consultation | Day 1-3 | 30-60 minute consultation to understand your needs, explain our approach, discuss fees and scope | Basic information about your situation |
| Engagement Letter & Fees | Day 3-5 | Formal engagement letter sent, outlining scope, fees, timeline, and terms for your review and signature | Review and sign engagement letter; submit payment |
| Intake & Documentation | Day 5-14 | Detailed intake questionnaire sent; you submit required documents (ID, financial records, previous filings) | Completed intake form; all required documents |
| Welcome Meeting | Day 10-14 | Formal onboarding call with your relationship manager and assigned advisor; review of strategy and timeline | Your attendance; any additional documents requested |
| Document Organization | Day 14-21 | Our team reviews all submissions, confirms receipt, organizes your file, identifies any missing information | Submission of any additional information if needed |
| Strategic Planning Meeting | Day 21-30 | Follow-up meeting to confirm our understanding, present preliminary recommendations, finalize approach | Your participation and feedback |
| Active Engagement Begins | Day 30+ | Work commences on your file; regular updates provided via your relationship manager | Ongoing participation and communication |
Onboarding for Different Client Profiles
UK Pensioners Moving to Spain
Special Considerations: Tax residency status, double taxation treaty implications, pension taxation, wealth tax compliance.
Customized Onboarding Includes:
- Comprehensive tax residency assessment (183-day rule, economic interests, family ties)
- Pension classification questionnaire (state, private, civil service)
- Asset declaration form for Form 720 compliance
- UK tax authority coordination (NT codes, etc.)
Unique Timeline: Typically 4-6 weeks to complete due diligence before tax season.
Non-Resident Property Investors
Special Considerations: Property income reporting, Form 210 filing, wealth tax on real estate, compliance obligations.
Customized Onboarding Includes:
- Property details and valuation questionnaire
- Rental income and expense documentation
- Existing tax filing history review
- Identification of all required Spanish tax forms
Unique Timeline: Typically 3-4 weeks; expedited if filings are imminent.
International Businesses & Entrepreneurs
Special Considerations: Visa requirements, corporate structure, cross-border taxation, compliance obligations.
Customized Onboarding Includes:
- Detailed business description and revenue model
- Existing professional advisors inventory
- Current tax and legal compliance assessment
- Visa and residency strategy consultation
Unique Timeline: Typically 6-8 weeks for comprehensive due diligence and planning.
Your Onboarding Checklist: What We’ll Ask & Why
To make your onboarding efficient, here’s what you can expect to provide:
Essential Information
- Personal/Business Identification: Passport copies, NIE numbers, company registration documents
- Contact Details: Phone, email, preferred communication method
- Residency & Tax Status: Current residence, visa type, date of arrival in Spain
- Financial Overview: Approximate income, assets, investment portfolio
- Previous Professional Relationships: Current advisors (accountants, lawyers, financial planners), prior engagements with similar firms
Situation-Specific Information
- Pension Details (if applicable): Pension provider, annual pension amount, state/private/government classification
- Property Information (if applicable): Property location, acquisition date, current valuation, rental income
- Business Details (if applicable): Business type, number of employees, annual revenue, operating location
- Tax Filing History: Previous years’ tax returns, pending compliance issues, any notices from tax authorities
Documentation
- Previous years’ tax returns (Spain and UK, if applicable)
- Bank statements (past 3-6 months)
- Property deeds or rental agreements (if applicable)
- Investment account statements
- Employment contracts or income verification
- Any correspondence from tax authorities
How Lextax Differs: Our Onboarding Guarantees
| Element | Standard Approach | Lextax Guarantee |
| Clarity on Fees | Vague or variable pricing | Written, fixed-fee engagement letter signed before work begins |
| Communication | Long delays; unclear primary contact | 24-48 hour response time; dedicated relationship manager |
| Personalization | Generic intake process | Customized approach based on your specific circumstances |
| Documentation | Confusing requirements; repeated requests | Clear checklist; organized submission; no duplication |
| Data Protection | Unclear data handling procedures | Secure handling; GDPR-compliant; confidentiality at all times |
| Accountability | Unclear ownership; no milestone tracking | Written milestones; assigned team members; progress updates at each stage |
| Follow-Up | No structured check-ins after onboarding | Welcome meeting; strategy review; ongoing updates via relationship manager |
Frequently Asked Questions (FAQ)
How long does the onboarding process typically take?
Standard onboarding: 3-6 weeks, depending on complexity and speed of document submission. Simple matters may be completed in 2-3 weeks; complex multi-jurisdictional cases may take 8-10 weeks.
What if I don’t have all the documents right away?
No problem. We work with you incrementally. The onboarding process begins with available information, and you can submit additional documents as you gather them. We’ll provide a clear checklist and timeline so there’s no ambiguity.
Can I change my primary relationship manager if needed?
Absolutely. If for any reason you feel your primary contact is not the right fit, we will reassign you to another team member at no additional cost. We want you to feel fully supported.
What if I have urgent matters that need attention before onboarding is complete?
We’re ready to help. For urgent matters (e.g., imminent tax deadlines), we can accelerate onboarding or address specific urgent issues while completing standard documentation in parallel. Discuss urgent needs during your initial consultation.
How is my sensitive information protected?
Comprehensive security measures. We handle all sensitive documents and information with strict confidentiality protocols, secure storage, and compliance with GDPR and Spanish data protection laws. Access to your files is restricted to authorized team members only, and your data is never shared with third parties without your explicit permission.
What happens after onboarding is complete?
Active engagement begins. Your relationship manager will provide regular updates via email, phone, or scheduled calls—based on your preferences. You will always know what’s happening with your file and what to expect next.
Can I participate in meetings virtually?
Yes. All meetings can be conducted via video call, phone, or in-person (if you’re in Spain). We accommodate your schedule and preferred method of communication.
What if I’m based in another country?
We specialize in serving international clients. Time zone differences are not a problem—we schedule calls at times convenient for you, and we use professional communication channels to bridge any distance. Many of our clients interact with us entirely remotely.
Our Commitment to You
Onboarding at Lextax is more than a procedural necessity—it’s the foundation of our commitment to transparency, clarity, and personalized service. We believe that your first experience with Lextax sets the tone for our entire relationship, and we take that responsibility seriously.
By the end of onboarding, you should feel:
- Fully understood – confident that our team comprehends your unique situation
- Clearly informed – aware of exactly what services you’ll receive and what it will cost
- Supported and valued – knowing you have a dedicated advocate for your success
- Confident in transparency – assured that communication will be open, honest, and timely
Conclusion & Call to Action
Are you ready to experience a professional onboarding process that prioritizes your peace of mind? Contact Lextax today to schedule your initial consultation. We’ll guide you through the process step by step—with complete transparency and personalized attention from day one.
Our commitment is simple: you will never feel confused, undervalued, or left in the dark. Instead, you’ll experience clarity, accountability, and the confidence that comes from working with true experts who put your success first.
[Schedule Your Consultation Today] – Your journey to tax clarity and legal peace of mind in Spain begins here.