Client Satisfaction in Difficult Times

5th June 2020



At Fraser Dawbarns, our priority has always been providing the highest standards of client care and we are delighted that our clients consider that we achieve this. When monitoring our feedback, over 97% of our clients consider our ‘Quality of Service’ to be ‘Excellent’ or ‘Good’.*

The coronavirus lockdown has presented both our clients and us with a unique set of challenges. Despite these difficulties, since the lockdown began, we are delighted to say that our client satisfaction rating has improved. Over the previous two months, more than 99% of our clients have rated our service as either ‘Excellent’ (91.7%) or ‘Good’ (7.4%).

We are so delighted that even under difficult circumstances, we are continuing to exceed the expectations of our clients and have decided to bring you a selection of the comments we have received over the last two months.

To Iain and staff, Many thanks for your excellent service and guidance when buying and selling our homes during COVID-19 lockdown. Don’t know how you stayed so cheerful” Downham Market Client (Conveyancing)

Fraser Dawbarns were recommended to us, and they were very professional and fulfilled all requirements in a timely manner.” King’s Lynn Client (Conveyancing)

After many years of dealing with Dawbarns, we find the service is still outstanding – Thank you.” Wisbech Client (Wills & Probate)

Kieren Cross was incredibly helpful getting my new Will processed quickly because of the Coronavirus situation. His legal secretary Gemma Marriage was also most helpful.” March Client (Wills & Probate)

The service has been prompt, I cannot fault the quality and communications have been excellent. This is all during a difficult period of the COVID outbreak” Wisbech Client (Conveyancing)

All staff (solicitor included) were pleasant to deal with and very knowledgeable. Costs were very good and as disclosed at the start. Would certainly recommend.” Wisbech Client (Wills & Probate)

Many thanks for your excellent service, help & advice from start to finish, ‘Top Marks’. Also to dear Sam, that lovely girl, always very helpful.” King’s Lynn Client (Wills & Probate)

During April’s absence both Iain Grimes & Sue Burton were both very good.” Downham Market Client (Conveyancing)

I have recently updated my Will under very difficult circumstances with everyone on lockdown, the process was completed very quickly and efficiently. Originally helpful friendly staff in reception made my appointment, but then called to say it would be done by phone/email due to circumstances. Kieren Cross, who was kind, friendly, helpful and efficient and made me feel totally at ease dealt quickly with my Will. Any queries I had were answered quickly by friendly office staff. I was very happy with the whole experience.” March Client (Wills & Probate)

We would like to sincerely thank everyone who has stuck with us through very difficult circumstances, your positive comments have made our day and we will work hard to keep exceeding your expectations.


* At the end of their matter, we send our clients a feedback form asking them to review aspects of the service they have received from us. Clients can select from ‘Excellent’, ‘Good’, ‘Adequate’, ‘Poor’, ‘Unknown’ or ‘N/A’. All returned feedback forms are counted.

All time ratings received for ‘Quality of Service’ are:

  • ‘Excellent’ – 81.6%
  • ‘Good’ – 15.9%
  • ‘Adequate – 0.9%
  • ‘Poor’ – 0.3%
  • ‘Unknown’ – 0.3%
  • ‘N/A’ – 0%

On 1% of forms returned, a ‘Quality of Service’ rating was not given.

Recommended By The Legal 500 Directory*

*We are recommended for the following practice areas: Corporate and Commercial, Debt Recovery, Employment, Personal Injury: Claimant, Agriculture and Estates, Contentious Trusts and Probate, Family, Personal Tax, Trusts and Probate & Commercial Property.

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