Gordons chooses Legal Eye for complaints handling service

Gordons chooses Legal Eye for complaints handling service

Specialist solicitors practice, Gordons Property Lawyers, has appointed Legal Eye to look after its complaints handling service.

Legal Eye is an expert provider of outsourced compliance services. The business works with law firms, providers of legal services, and other corporate industries to ensure compliance and optimise performance. Promising to “take the pain out of complaints handling”, the firm has gone from strength to strength since it launched in May last year.

Commenting on the decision to appoint Legal Eye, Paul Norris, managing partner at Gordons said: “Providing services to clients nationwide, we strive for continual improvement in everything we do. Learning from the feedback we receive – both good and bad – forms part of this process. But, dealing with complaints can be time-consuming, so it is essential to do this cost-effectively, without compromising on customer care.

“Of course, the easiest way to do this is to reduce the number of complaints in the first place. But, mistakes can happen, and, when they do, it is vital that they’re dealt with efficiently. By appointing Legal Eye to look after any complaints we receive, we have found a way to reduce the burden on our team, and improve the service we deliver to our clients.”

Last year, Gordons was recognised for providing outstanding customer service to its clients in the ESTAS – the largest independent customer service feedback and awards scheme for the residential property industry in the UK.

Talking about the new partnership, Paul Saunders, managing director of Legal Eye said:

“Complaints handling is a regulatory requirement and, if not looked after correctly it can have a negative impact on a firm’s PII insurance. What’s more, complaints are both time-consuming and emotionally draining, so can also hurt morale. But it doesn’t have to be this way. Criticisms can be positive if they are dealt with directly. And, when handled correctly, data can be used to identify trends and improve any gaps in service.

“By passing its complaints handling process to us, Gordons can focus on what it does best, secure in the knowledge that all complaints are being dealt with effectively, by people skilled in this area of work. But more than this, by adopting a proactive approach, Gordons has demonstrated a real commitment to continually enhancing customer satisfaction. We’re delighted to be working with them towards this aim.”

A report commissioned by the Solicitors Regulation Authority (SRA) and Legal Ombudsman (LeO) into the complaints process found that, while nine out of ten firms recognised the importance of handling criticisms quickly and efficiently, less than half of all clients were satisfied with the outcome of their complaints. But, as competition in the legal market increases, it is vital that firms take steps to ensure that their processes and procedures are not just adequate, but are the best that they can be.

Legal Eye has extensive knowledge of the law and regulations firms have to abide by. Ensuring that processes are both compliant and sound, the business offers clear and practical advice, exceptional customer service and unbeatable work quality.

This article was submitted to be published by Legal Eye as part of their advertising agreement with Today’s Conveyancer. The views expressed in this article are those of the submitter and not those of Today’s Conveyancer.

Legal Eye


Legal Eye works with law firms to ensure compliance and optimise performance. Their extensive and thorough knowledge of the law and regulations will ensure your law firm is compliant and your processes sound. Files are audited to ensure you are not only complying with the service level agreements you have in place, but very importantly, also the code of conduct.

They provide a documented audit trail which is firstly, a requirement of the code of conduct and secondly, essential for PI Insurance purposes and very often for CQS, Lexcel and other quality accreditations. This provides documented evidence of a proactive approach towards risk management. The advice they offer is clear and practical, and they pride themselves on exceptional customer service and unbeatable work quality.

Services include:

  • Specialist expertise across the full range of regulatory, risk and compliance issues to inform your internal decision making.
  • Additional qualified resource where you simply do not have the time to review your regulatory position or to carry out essential ongoing tasks such as file reviews.
  • An online risk hub –  an online resource centre for law firms. The hub provides a comprehensive bank of resources to help COLPs, COFAs, partners, directors and managers to manage risk. It includes precedent policy and procedure documents and templates, access to online training on a range of risk and compliance topics, and a range of useful materials such as ‘how to’ guides, short videos and articles.
  • Drafting and review of key policies and procedures including the supply of ‘document packs’ to save you time researching and writing documentation.
  • Expert advice on how to comply with up-to-date regulation including the very latest requirements complete with a written set of recommendations.
  • Specialist outsourced complaints  handling service provided by former SRA and LeO officers.
  • Gap analysis of your firm’s policies, processes and procedures as they relate to the Solicitors Accounts Rules (SAR) including the production of a written report summarising the strengths and weaknesses of the current arrangements and detailing recommended next steps and actions to put your firm in an even stronger position.
  • Training on SAR and on anti money laundering (AML) as well as other finance-related training which can be delivered virtually for your firm, face-to-face (subject to government guidance) or online via Legal Eye’s Training Academy.
  • A Standard Procedures Manual to provide a practical and comprehensive roadmap for firms to follow when looking to double check whether the current operating procedures are fit for purpose, setting up a new firm – or arm of a firm – or starting a new finance function from scratch.
  • Experienced advice and support for one-off projects such as achieving quality accreditations or switching regulators.
  • Proven high quality training for fee earners and staff held at your office/s covering essential risk topics such as  Anti Money Laundering, data  protection, cybercrime, conflict of  interest and more.
  • Online training from The Legal Eye Academy – core modules available to all staff at their convenience. Includes built-in auto reminder functionality so that you no longer have to chase staff indi-vidually to complete important training. Your package includes free updates to ensure knowledge is always up to date.
  • Added value updates by email to all your key people covering all the latest updates on risk and compliance.

The Legal Eye team includes former solicitors, partners and directors in law firms; former case handlers at regulators such as the Solicitors Regulation Authority and the Legal Ombudsman and experienced risk and compliance professionals.

Contact: Paul Saunder

Tel: 0203 0512 049

Email:  [email protected]

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