Client Care at Waller and Hart- Questionnaire and Surveys

At Waller and Hart we take Client Care very seriously – please see below the results of our Quality Questionnaires and Surveys:

August 2017 – September 2018


At Waller & Hart as well as maintaining our high service standards we continuously monitor our fees to ensure that we are fair and competitive – without compromising our high quality of work.

100% of clients felt that our fees were fair.

Would you recommend us to a friend

100% of clients would recommend us to a friend.


The Firms Performance

66% of our clients rated the firm’s performance as excellent.
31% of our clients rated the firm’s performance as very good.
3% of our clients rated the firm’s performance as satisfactory.

Attitudes of members of Staff

72% of clients rated the attitudes of members of staff as excellent.
25% of clients rated the attitudes of members of staff as very good.
3% of clients rated the firm’s performance as satisfactory.

Some of the important factors & comments that clients listed on their questionnaires included the following: –

• Your Service was explained very well, prompt service thank you
• That you (Waller & Hart) leave no stone unturned with regard to the well-being and protection of your clients
• A reliable prompt service, always being kept informed, approachable, helpful staff and a fair fee
• Speed in dealing with important matters and pleasantry met from all the staff
• Honest advice that was understandable
• Good advice
• Friendly quick service
• Personal and timely service
• Sound legal advice given to us
• Good advice given and a very prompt efficient service
• Efficiency, promptness and availability
• Early replies
• Friendliness
• Clear professional advice
• Personal service
• Professional and friendly atmosphere
• Speedy action
• Talk to people at their own level
• Quick response to enquiries raised
• Legal advice clearly presented
• Understanding our requirements
• From Mr. Hart down to the receptionist, all have been very nice and helpful
• That you know me
• Expertise and approachability
• No suggestions the services are excellent
• We seemed to be remembered even after years.
• I certainly couldn’t wish for a better service
• Confidence in staff
• We value the personal touch and the feeling that our well-being is important to the firm.
• I trust the advice given and feel my best interests are being considered.
• The attitude of staff
• Clarity of advice, discussion of options available, recapping past events, offering sound advice not decisions.
• The receptionist always had a smile
• Not too much legal jargon – things explained in manner ‘ordinary’ people understand
• Team effort
• Obtaining good advice
• A patient and caring attitude towards clients

At Waller and Hart as previously stated we take pride in our quality of service to the community, offering the best to our clients and employees. Not just in the short term but repeatedly – offering a consistent quality service. An extemporary example is shown below; please take a few minutes of your time to read two extracts in the press concerning Waller and Hart.

Camborne-Redruth Packet Week ending June 16 2001

Double award for law firm

Camborne solicitors’ practice Waller & Hart is celebrating a double accreditation from Business Link for Devon and Cornwall.

The firm has not only achieved recognition as an Investor in People but has also become the first law firm with its head office in West Cornwall to win accreditation with Lexcel, the Law Society’s quality mark for law practices, in-house legal departments and local authority law offices.

Founded in 1974, the firm has demonstrated a deeply embedded culture of training and development amongst its 12 lawyers and support staff.

Since committing to both standards in May of last year, Waller & Hart has maintained a significant growth in turnover, with a growing, specialist base of commercial work and wills, property, family and private clients from all over the UK.

The commitment to best practice has been so effective that the firm has not received a single complaint in the past 12 months, whilst surveys of clients have revealed consistently excellent ratings.

The firm’s principal, Clive Hart, says “We are extremely proud that following rigorous scrutiny, the quality of our work has been recognised by the Law Society. We like to develop our own staff to ensure that the quality of their work matches the standards that we have set ourselves as a firm. Investors in People is an important part of the life of the practice.

The training of staff towards external qualifications is an ongoing process at Waller & Hart.

Mark Andrews, 26, who joined the firm as a para-legal graduate 18 months ago, has progressed through the Law Society’s scheme for trainee solicitors and is due to qualify as a solicitor early in 2002.

Among the administrative staff, Marie Brown, 17, who recently joined as office junior, is training to be a legal secretary and is working towards an NVQII in business administration. Office Manager, Jack Sandow, 65, now runs the office IT systems with an outside consultant.

“Jack continues to pursue a range of computer courses,” Mr Hart said. “And we are all delighted that at 65, he is still learning.”

Like Investors in People, Lexcel is independently assessed by Business Link and is awarded to organisations which have met stringent standards set by the Law Society in areas such as case management, services and forward planning, office administration and financial management.