Our clients are at the heart of everything we do · 2015. 10. 22. · We provide services to our clients in the following areas: Fast Track Personal Injury Claims Serious Injury Employers

“Our clients are at the heart of

everything we do”

Presentation Title: Client Feedback

Name: Sarah Watkins - Senior Compliance and Risk Solicitor

Date: 21 October 2015

new-law.co.uk

What will be covered?

Overview of NewLaw

Brief overview of Lexcel v6 - Standards 5.15 & 6.6

Complaints

Customer Satisfaction Questionnaire (CSQ)

Practical tips

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About NewLaw

Established in 2004

Offices in Cardiff and Bristol

Grown from 2 employees to over 450

Top 75 law firm

Lexcel Accredited since 2011

First LDP to be licensed as an ABS

Four joint venture ABS’

Bought by the Redde Group Plc February 2014

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About NewLaw

We provide services to our clients in the following areas:

Fast Track Personal Injury Claims

Serious Injury

Employers Liability/Public Liability

Occupational Illness

Private Client

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Lexcel v6

Standard 5: Risk Management

5.16 Practices will analyse at least annually all risk assessment data

generated within the practice. This must include:

a. any indemnity insurance claims (where applicable)

b. an analysis of client complaint trends

c. data generated by file reviews

d. any matters notified to the COLP and/or COFA

e. any material breaches notified to the SRA

f. any non-material breaches notified to the SRA

g. situations where the practice acted where a conflict existed

h. the identification of remedial action

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Lexcel v6

Standard 6: Client Care

6.6 Practices must have a procedure to monitor client satisfaction across all

areas of the practice.

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Complaints

Classification of complaints

Analysis of trends

Presentation of data

Communicating to staff

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Complaints – Compliance Tip of the Week

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CSQs are sent to clients to gauge satisfaction with our service

CSQs are sent at various stages depending on the matter type

Exclusions

Paper v Email

Results

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Triggers for sending a CSQ:

Sending a medical report to the client;

Sending the settlement cheque to client;

Sending the will to the client.

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Examples of questions asked in CSQs:

Your initial contact with NewLaw Solicitors was for us to ensure that

all of your needs resulting from your injury were cared for in an

understanding and supportive way. How positive was your

experience with the First Response Unit?

- Very positive

- Quite positive

- Not positive at all

How could the First Response Unit have helped you better?

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The First Response Unit is there to assess whether or not you have

a claim, and to advise you on the same. How satisfied were you

with the advice provided?

- Very satisfied

- Quite satisfied

- Not satisfied

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The First Response Unit are also there to help you decide whether

or not you would actually want to proceed to make a claim without

any undue pressure. How comfortable did you feel in making this

decision?

- Entirely comfortable

- Fairly comfortable

- Uncomfortable and pressurised

- How could we improve this process?

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Our initial client care documents are designed to explain to you how

the claim process will work in straightforward, easy to understand

terms. How well did we achieve this aim?

- Very well

- Quite well

- Not well at all

Additional comments or suggestions for improvement

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Generally were our phone calls, emails and letters to you

straightforward and easy to understand?

- Very easy

- Satisfactory

- Unacceptable

How could we improve the nature of our communications?

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Throughout your claim how often were you updated?

- Too often

- About right

- Not often enough

Additional comments:

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Did you find your file handler easy to contact?

- All of the time

- Sometimes

- Never

Please let us know if you have any suggestions for improving client

contact

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How reassuring and supportive did you find our service throughout

the duration of your claim?

- Very supportive

- Quite supportive

- Not supportive at all

How could we improve on this?

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Now that you have experienced our service, would you recommend

NewLaw Solicitors to friends and family?

- Yes

- Maybe

- No

Additional comments:

Do you have any further suggestions that could help to improve our

services?

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CSQ - Process

Trigger point

Once a trigger point is reached a CSQ is sent out by the FE on all files

unless it is deemed to be an “excluded matter”

Excluded matters include files where

• there has already been a complaint

• there has been a death

• The client is in hospital

• There is a lien

CSQ returned

All completed CSQs are collated centrally by the Executive Office

Compliance team then review the CSQs and written feedback is

passed to the relevant managers

Compliance monitor trends to identify and action specific risks

Data reported to relevant Boards together with any action points

Actions

Feedback passed to managers including requests for investigations

or reports in relation to specific issues where necessary

Managers carry out investigations, prepare reports and arrange any

necessary corrective actions, including additional training or system changes as required.

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Practical Tips

Relevant

Timely

Action Feedback

Keep it simple

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Any questions?

T: 0845 521 0945 E: [email protected]

T: @newlawnews

W: new-law.co.uk

“Our clients are at the heart of everything we do”

Our clients are at the heart of everything we do · 2015. 10. 22. · We provide services to our clients in the following areas: Fast Track Personal Injury Claims Serious Injury Employers

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