Your experience matters most.
Everything we do is shaped by what matters to our clients. That’s why we actively listen, through regular feedback surveys and mystery shopping, to understand what is important to our clients, what’s working well and where we can do better.
At the end of each matter, you’ll be invited to share your thoughts in a short online survey. It includes the Net Promoter Score (NPS), a trusted measure of client satisfaction used across many industries. NPS scores range from -100 to +100, and anything above 0 is considered good. We’re proud to consistently rank among the highest in the legal sector.
Your feedback doesn’t just sit in a report. It’s reviewed regularly by our dedicated client experience team, who turn your valuable insights into action – ensuring best practices across the firm, improving communication, and building stronger relationships based on trust and understanding.
Here’s a look at what clients have been saying recently:
“I had confidence in what was being done on my behalf. Overall very happy with the service provided.”
“Guidance and support throughout all aspects of matters.”
“Debenhams Ottaway is certainly a company to be trusted. All involvement I have ever had with them has been of the highest standard and I really cannot fault the staff I have dealt with both historically and more recently in anyway at all. Thank you for your great service and help through what can sometimes be a difficult time.”
“I would not hesitate in recommending Debenhams Ottaway, I have used them a number of times now and have always been impressed at their ability to understand our needs, offering tailored advice and at critical times going the extra mile to get a transaction over the line.”
To show our appreciation, and to make a positive contribution to a greener, healthier planet, we plant a tree in the UK for every client survey completed.
At Debenhams Ottaway we are committed to protecting our planet and are dedicated to making a positive impact on the environment. As part of our sustainability goals, we are planting a tree in the UK for every client survey that we receive. This survey is sent to our clients at the end of every matter, so this initiative is a way of showing our appreciation while making a positive contribution to a greener and healthier planet.
We are delighted to partner with Ecologi, an environmental organisation that supports an impressive number of trusted reforestation and carbon offsetting projects across the globe. We are supporting their UK reforestation projects where they are working with partners to plant trees which will remove tonnes of carbon dioxide from the atmosphere and create thriving habitats for wildlife. You can read more about their UK reforestation projects here.
Once Ecologi plants a tree for us, our clients can enjoy an interactive experience by locating and seeing their tree in their natural environment. We can track the number of trees we have planted in our forest to show what difference this is making to the planet.