Excellence in Client Service 2012

Winner

Turpin & Miller LLP
Turpin & Miller celebrates its tenth birthday in 2012. Since its launch, it has grown from a small immigration firm to two offices and over 40 employees. The firm's ethos is grounded in the idea that every client is treated the way that they would want to be treated themselves. The firm runs a drop-in surgery for detained immigration clients and several outside clinics for clients who would not be able to get to the office.

Highly commended

The Royal College of Nursing Legal Services
As part of a membership organisation, excellence in client service is the Royal College of Nursing legal team's measure of success. The RCN has the largest in-house trade union legal team in the UK, offering legal advice and representation to over 400,000 members. Measures such as new customer service standards, a new case management system and regular reviews have resulted in great customer feedback and consistent member support.

Mayo Wynne Baxter LLP
Lexcel-accredited Mayo Wynne Baxter pride themselves on their service and expertise, regularly reviewing their client offering through market research and 'mystery shopping.' New client-focused services, including retainer options, fixed fees and service level agreements have been introduced, resulting in the firm growing and remaining profitable in a difficult economic climate.

Shortlisted

Clifford Chance
Clifford Chance's clients are facing a complex mergers and aquisitions (M&A) environment, and are looking to their advisors to provide innovative solutions. Clifford Chance launched the Global M&A Toolkit, an online service that enables clients and other professionals to access the firm's extensive M&A know-how. The toolkit, which includes interactive tools and videos, guides and handbooks, assists clients while promoting the firm's leadership, M&A capabilities and brand.

QualitySolicitors Hereward & Foster
QualitySolicitors Hereward & Foster provides advice and representation in 12 areas of legal aid work, Responding to the needs of the community, it has developed a unique outreach service with free weekly advice sessions in health and community centres, providing a holistic service.

Thomas Eggar LLP
Thomas Eggar sees client feedback as central to customer service - their service is underpinned by clients' needs and a desire to deliver the best possible service. The introduction of a formal client feedback programme in 2011 has seen the firm improve the way it delivers services, through retainer fees and in-house advisory services. They aim to get to the heart of what their clients need from a legal firm.