How to onboard a new client without the friction 

For professional services firms, client onboarding is not just a regulatory obligation. It has reputational impact.  

AML/KYC scrutiny is intensifying across the UAE and wider Middle East. Onboarding is a complex and highly regulated process with dedicated compliance teams working with client-facing fee earners to meet regulator-approved checklists of acceptable documentation. 

The challenge? Ensuring clients (and prospective clients) fully understand what is required of them - and providing that information in the correct form the first time. Miscommunication and repeated requests slow onboarding, frustrate clients, and risk losing momentum before a mandate is even signed. 

Step 1: Communicate requirements clearly 

Clients don’t object to compliance; they object to confusion. Share a concise, standardised list of required documents at the outset - tailored to whether the client is an individual, corporate, or trust. Where possible, explain why each document is needed. This helps secure cooperation and reduces “back-and-forth” later. 

Step 2: Verify quickly and accurately 

Compliance requirements are non-negotiable - but speed and accuracy can transform the experience for both client and firm. Rather than relying on manual checks and fragmented records: 

• Use a digital verification service to authenticate IDs. 

• Automate PEP/sanctions screening. 

• Store evidence centrally, so compliance can sign off quickly. 

When verification is fast and reliable, clients feel the firm is organised, competent, and credible - a foundation for trust from day one. 

Step 3: Provide one secure channel 

Multiple emails, ad-hoc attachments, and verbal promises create inefficiency and risk. A centralised portal or dedicated compliance contact ensures clients know exactly where to submit information and whom to approach with queries. This is especially valuable in Middle Eastern jurisdictions, where clients may be unfamiliar with international AML expectations. 

Step 4: Minimise repetition 

Nothing irritates clients more than being asked twice for the same document. Standardise internal processes so that once information has been collected and logged, it is visible to all relevant teams. This avoids duplication and accelerates compliance sign-off. 

Step 5: Standardise firm-wide 

Onboarding often breaks down when each partner or office has its own interpretation of what’s “acceptable.” A single firm-wide onboarding policy, aligned with regulators, ensures consistency and avoids unnecessary client requests. And training staff to adhere to a single process makes compliance audits smoother. 

Step 6: Build trust from day one 

Handled poorly, onboarding feels like an obstacle. Handled well, it signals to clients that your firm is efficient and secure. Sophisticated clients will recognise the professionalism in a process that is streamlined and painless and will reward it with confidence in your firm’s ability to manage more complex mandates.