We aim to create a transparent and constructive environment where clients feel heard and valued.
The firm’s Core Focus is ‘WE LOOK AFTER YOU’
The purpose of this policy is to outline the process that LCF Law and LCF Residential (collectively internally referred to as ‘LCF’) have in place for collecting and responding to client feedback and reviews.
At LCF Residential, we are committed to providing exceptional service and ensuring our clients are satisfied with the service they receive. This Client Review Policy details our approach on how we gather our client’s feedback, address any concerns, and use the feedback to continuously improve our services.
We encourage our clients to share their experiences with us through direct feedback.
All reviews are read, and the Complaints Partner undertakes to either share positive reviews with staff. Where a less than positive review is received, the Complaints Partner will action further investigation and where appropriate contact the client to address any concerns or insights raised.
This is a vital element in our complaints handling procedure, actioning a response quickly will usually ensure that the client is reassured and limits the possibility of a bad online review elsewhere, or potentially a complaint to the LeO or SRA.
How we do it
Within our case management systems we provide a process to seek the views of clients as to the service they have received an email request for them to give us their feedback.
In individual cases the the conducting lawyer can requesting that a feedback request is not sent for only a limited number of reasons..
The email sent to the client contains a link to an online survey, where it captures the client’s feedback. (Please note the online surveys for each firm are not visible or searchable via search engines a link is required in order give feedback, nor is there an open survey on any of the LCF’s websites).
After a client leaves their feedback, we receive an email notification with the information they have inputted This report is received, the data collected and information processed by the firms’ Compliance Officer.
We respect our clients' privacy and ensure that all feedback is handled confidentially. Therefore, we do not publish an individual or corporate clients’ name unless express permission has been sought and obtained.
Therefore, the process within it a request of the client to agree or decline authority for us to publish their feedback..
- For LCF Law the client review request is sent at the file closure stage of a matter.
- For LCF Residential this is sent on the completion of the transaction.
The reviews are then collected via the firm's MS forms. For an example see here.
What we do with the feedback received
All client’s comments are read as they come in, good reviews that have comments are forward to the lawyer or team involved in the matter. Negative reviews are actioned by the Complaints Partner.
We have many years’ worth of feedback. Feedback is invaluable to assist LCF Residential to maintain and improve their high client service standards and evidence this to regulators and/or for our accreditations.
We retain a historical record of our client reviews and use the data from the online form, to enable the firm to have a cumulative dataset to measure how the firm is perceived by clients and bench mark our standards.
How do we manage our Google reviews?
For LCF Law and LCF Residential each office location has a Google business profile. This means we have eight review sites to manage. However, Google operates an automated system. When an individual posts a comment or gives us a rating on any of the respective firm’s locations, we receive an email notifying us.
We proactively respond to Google review’s that we receive, apart from, when a less than positive comment is posted, where this occurs, the review is sent to Complaint’s Partner. If that individual is traceable on our client database, the Complaint’s Partner will reach out to that individual. We will respond to adverse reviews.
Do we request feedback on every matter
There are limited exceptions where it is not ideal to use the feedback survey request to seek out our clients’ thoughts.
Multi-instructional clients (MICs)
Where LCF Residential undertake matters in quick succession for MICs, for example Insolvency Practitioner’s and our Real Estate clients. The requests for feedback would be over burdensome to those clients.
For MICs feedback and input are sought from these clients at relationship management meetings, and during the progression of individual matters.
Complaints
Where we have already received complaint from the client or an indication of dissatisfaction by the client, the Complaint’s Partner works with the client to address the issue.
Long period of time between matter completion and file closing being actioned.
What we do not do
Neither LCF Law nor LCF Residential offer incentivised schemes or offers to clients to give positive feedback.
LCF Residential do not offer any financial incentive when requesting feedback from clients in exchange for favourable feedback such as discounts on their fees or the provision of free services.
Contact Us
We respect our clients' privacy and ensure that all feedback is handled confidentially. Personal information is protected in accordance with our privacy policy.
If you have any questions or would like to provide feedback, please contact our Complaints Partner, ku.oc.fcl@lletss">Simon Stell.
