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, with our client satisfaction surveys between January – March 2026 resulting in an excellent NPS of +85.
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.
Trusted advisers.
- We’re incredibly proud that our clients trust us enough to keep coming back to us time and again to assist them with their legal goals. 45% of our new instructions were from clients who have worked with us before, and 16% work with more than one of our legal teams.
- It’s great to know that other professionals recommend us too and know we’ll provide excellent service to their clients; a staggering 55% of clients during this period were recommended by our loyal clients and via other professional referrals e.g. accountants, other lawyers, IFAs, bank panels.
- And our focus on service, responsiveness and communication also lead to 12% of new clients discovering us online or through networking.
Here’s a look at what clients said in their feedback recently:
“First class advice on a complex matter where we needed reassurance. Good liaison with my IFA.”
Wills, trusts, inheritance and probate client, St Albans“Having used Debenhams Ottaway in the past I came back to them when I needed to instruct lawyers to help with a settlement agreement. I was treated with care, respect and kindness. The advice I received was balanced, timely and helpful.”
Employment Law Client“Debenhams Ottaway have never let me down. Extremely helpful, friendly and most efficient in their dealings: you feel confidence as well as human. It feels like a team from the moment you step in the door.”
Lasting Powers of Attorney Client“Friendly approachable and efficient service.”
Commercial Property Client“Communication was excellent throughout, response time to our queries was speedy and we were kept informed of progress throughout the sale.”
Conveyancing Client, St Albans“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.”
Corporate & Commercial Client
Committed to client experience, committed to sustainability.
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.