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.