How Attwells Solicitors won Customer Excellence Award


Attwells has received multiple customer service accolades, including Gold and Platinum Service Awards from Feefo, an independent customer review platform, and has amassed over 300 five-star reviews on Google.

Further cementing its position in the legal sector as a leader in client care, Attwells was also recognised at the East Anglian Daily Times Business Awards 2023, where it scooped the Customer Excellence Award, sponsored by Greater Anglia.

“It was fantastic to win,” said Lloyd Clarke, partner at Attwells Solicitors. “I think it’s further recognition that we’re doing the right thing around customer service – and most importantly this award shows it’s not just us that thinks we’re great at client care; other people think it as well.”

Lloyd explained that news of the award was shared across the whole firm. “On the night I was circulating pictures and emails to staff and saying thank you,” he said. “We’ve celebrated this award internally, and the award itself has got pride of place in our office as well.

“We are also going to celebrate it at the Christmas party, when everyone in the company has a chance to come together.”

East Anglian Daily Times: Lloyd Clarke (right) with Nick Attwell (left), founder and senior partner at Attwells Solicitors, and Jonathan Denby of award sponsor Greater AngliaLloyd Clarke (right) with Nick Attwell (left), founder and senior partner at Attwells Solicitors, and Jonathan Denby of award sponsor Greater Anglia (Image: Matthew Potter Photographer and Videographer)
The judges of the Customer Excellence Award praised Attwells’ “clear commitment to customer service”, which Lloyd describes as the firm’s “differentiator”.

“A lot of law firms will say they provide an excellent service, but we actually live and breathe it”.

“We have a service charter on our website where we outline the promises that we’re going to hold ourselves accountable to, and which we want our clients to hold us accountable to as well.

“For instance, if you call us before three o’clock, we promise to call you back the same day. If you email us, we’re going to come back to you within 24 hours. If you send important documents to us, we’re going to acknowledge receipt of those the very same day.”

He added that the company took a “somewhat backwards” look at customer experience when developing its own, unique approach.

“We asked ourselves what people don’t like when they instruct a law firm. What are their pain points?”

“That’s what we have tried to address, so even in the quote emails that we send to clients, we break it down and say this is how much it’s going to cost, this is how we’ve calculated what’s included, this is what’s not included, and this is how long it’s going to take us to do this piece of work.

“We’re completely transparent around our pricing, so we can manage people’s expectations form the very start.”

East Anglian Daily Times: Attwells has celebrated the award win at its offices in Ipswich, Colchester and LondonAttwells has celebrated the award win at its offices in Ipswich, Colchester and London (Image: Elizabeth Hendry)
Attwells constantly gathers and monitors customer feedback to ensure service remains at the highest level possible.

“Every client is sent a feedback request at the end of their matter,” said Lloyd. “That feedback doesn’t just come to me, it also goes out to independent platforms like Google, Review Solicitors and Feefo.

“I receive each and every piece of feedback, and I review it against our service charter. If someone has said we didn’t return their call the same day, we address that, and if someone provides a mediocre or poor review, I personally contact that client and try to address any concerns they have.”

Keeping employees engaged has also been key to Attwells’ success.

“Every month I look at the reviews that we receive, and we do a reward scheme for everyone who has received excellent reviews or multiple good reviews.

“We also cover it as part of the induction process,” Lloyd added. “I deliver a talk on our service charter to every new employee that starts with us.”

The company will soon launch a text message service – an example of acting on client feedback – as it looks to build on its success at the EADT Business Awards.

“We want this award to be a springboard,” said Lloyd. “Our ultimate goal is to be nationally recognised as the best firm when it comes to customer service.”

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