Skip to main content

Audit Reviews for Legal & Risk Services


Another outstanding set of audit reviews for Legal & Risk Services



Legal and Risk Services has been awarded the Lexcel Legal Practice Quality Mark after a full re-assessment by the Law Society. The award is achieved for reaching high standards of client care, risk management and effective outcomes on legal file matters. It is believed just 14% of legal practices receive the Law Society’s Lexcel Chartermark which includes private law firms and inhouse legal teams. The award reflects the high standard of work and practice exercised by Legal and Risk Services. The reaccreditation is all the more impressive because the substantive assessment was conducted during the beginning of the current COVID19 lockdown and believed to be one of the very first organisations to complete the assessment remotely.

In the official report the assessor noted: “Legal & Risk has consistently demonstrated a very high compliance with the requirements of Lexcel.  This year was no exception.  Many strengths and good practices came to light during the assessment and include effective deployment of the business continuity plan; career development; sharing of best practice and learning points in service delivery; and comprehensive staff training programmes both received and provided by Legal & Risk staff to Health Boards.”


Customer Service Excellence

Legal and Risk Services has been awarded Customer Service Excellence (CSE) accreditation in recognition of its commitment to putting customers at the heart of their service.

The assessor noted in his report that “ Legal and Risk’s focus on continuous improvement in customer service is impressive. Legal and Risk are making significant strides forward to upgrade its attention on placing customer service excellence at the heart of its delivery, with a number of outstanding developments”

During the assessment the assessor awarded 4 compliance plus scores. These are awarded for behaviours or practices which exceed the requirements of the standard and are viewed as exceptional or as exemplar to others. These were awarded for:

  • Very significant and positive changes to customer delivery based upon feedback and customer experience.
  • The Putting Things Right Scheme is an excellent example of how you are engaging with customers to clarify what they can expect. The focus on informing and involving customers at the outset, to meet identified needs, is an impressive strategy to make a difference
  • Benchmarking performance against that of similar or complementary services
  • The Annual Review was able to identify how teams are now going the extra mile to identify and address customer need from the first point of contact

Client feedback to the assessor include comments such as:

 ‘The work they do, and the ways we interact to achieve positive outcomes, is excellent’ A highly reliable team spirit’

‘Very approachable at all times, always ready to listen. Very understanding and never give an unreasonable time-scale’

‘We form a great working relationship. We work very closely together. I cannot praise them highly enough’

‘They are stepping up their services and really consulting with people. They do go above and beyond what you would expect’

Mark Harris, Director of Legal & Risk Services , said: "It was thrilling to achieve such excellent results in our fifteenth Lexcel and seventh CSE audits this year, both of which took place just as the impact of COVID19 was beginning. We did not allow that to stop us, but went ahead despite the limitations that it imposed. Both standards are key to the success of our operations at Legal and Risk, because they keep us on our toes, help us to stay objective in the assessment of our performance and maximise focus on providing excellent service to our customers. Congratulations and sincere thanks to all our staff whose intelligence, hard work and goodwill are the reason for our success.”