We received a range of feedback from clients from our end of matter questionnaires. We also have online reviews from clients on Review Solicitors, achieving a current excellent rating of 4.7 out of 5. You can view our profile on Review Solicitors here.
We regularly review the feedback we receive from our clients, and we use this to recognise our colleagues for providing excellent client care. We also use the feedback to learn from client experience to understand where we excel and to identify any potential improvements we can make to enhance our service.
Our main source of work is returning clients, demonstrating the high level of service we provide. Existing clients also regularly recommend our services to others.
We pride ourselves on providing expert advice and a friendly, informative service. Our company values are at the heart of what we do and why we do it- Team, Support, Guidance, Resilience and Learning. Client feedback consistently confirms that they find our service and staff to be welcoming, friendly, kind, helpful, and professional. Our focus remains on achieving the best outcome for the clients we serve.
We received a total of 294 client feedback questionnaires, which is an increase on the previous year.
Like in 2024, 95% of respondents say they would use our service again. In addition, 94% would recommend our service to others.
We received a high number of excellent and good marks across 9 categories, which equated to 93.5% of the overall marks, revealing that:
- 5% rated us good or excellent for arranging an appointment.
- 99% rated us good or excellent for staff behaviour.
- 88% rated us good or excellent for call handling efficiency.
- 95% rated us good or excellent for providing information.
- 92% rated us good or excellent for staff availability.
- 94% rated us good or excellent for progress of work.
- 95% rated us good or excellent for quality of service overall.
On the rare occasions when a client’s experience falls short of expectations, we proactively follow this up to ensure any concerns are listened to and so that we can learn from their feedback and make improvements wherever possible.
So, thank you again to all of our clients who took the time to complete the feedback forms. We look forward to supporting you again in 2026 and beyond.
