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Legal & Risk Services retain Lexcel and Customer Service Excellence accreditations



Legal and Risk Services have successfully retained their Lexcel Legal Practice Quality Mark. 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. Following a rigorous audit of policies, practices and performance, the Lexcel report noted: “Legal & Risk Services remains an excellent exponent of the Lexcel standard, demonstrating palpably how the quality mark’s requirements and expectations have been woven into the fabric of its operations to enable a first class legal service to the NHS in Wales.”


Customer Service Excellence


Legal and Risk Services has also been re-accredited with the Customer Service Excellence (CSE) award in recognition of its commitment to putting customers at the heart of their service. The assessor noted in his report that “There has been an outstanding client/customer response to the many and varied challenges and demands brought about by the Covid-19 pandemic. The service has definitely gone the extra mile and risen to the extra requirements and demands of client need for timeliness and quality of service at this demanding time.”

During the assessment the assessor awarded 3 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:


  • Outstanding response to our clients to the many varied challenges and demands brought about by the pandemic;
  • Highly accessible to all customers through a range of different channels;
  • Going the extra mile to meet the demand of clients for timeliness and quality of service during this demanding time


Client feedback to the assessor include comments such as:


“Quality of advice we receive is first class. It’s of a high quality and beneficial. They have grown the skills to deal with the more complex issues now thrust upon them”

“They go beyond the usual client service. They frequently rise beyond expectation. I’ve never felt any response is below par’”

“An excellent service. Collaborative and ready to share with the right mindset and ethos to get things done” 


Mark Harris, Director of Legal & Risk Services , said: "In an incredibly challenging year, our focus at Legal and Risk and Welsh Risk Pool Services has been on the quality of our services and the wellbeing of our staff. The outcome of our Lexcel and CSE audits is testament to this, to our fantastic staff and to their incredibly hard work. Well done and huge thanks to one and all.