Shoosmiths up for top customer satisfaction award

Shoosmiths up for top customer satisfaction award


Author: Alastair Gray

Shoosmiths' commitment to helping clients' customers who have mental health issues has put it in line for a top customer satisfaction prize.

The national law firm's Recoveries Services Group (RSG) is a finalist in the Institute of Customer Service UK Customer Satisfaction Awards 2013.

It is the only law firm nominated in the SITEL Customer Commitment Award category.

Waine Mannix, partner and head of RSG, said: "We've operated our own internal Treating Customers Fairly policy for many years, but over and above this have put in place a specific framework to ensure clients' customers with mental health issues are identified at an early stage.

"This enables us to treat them fairly and appropriately, providing support for those customers to help them resolve debt issues, while at the same time we aim to achieve best practice standards in this highly sensitive area.

"Ours is a collaborative approach, taking the view that it is not just for Shoosmiths to ensure such customers are treated fairly and appropriately, but that we should work with clients to ensure a consistent approach."

Mannix will attend an awards ceremony in London on 26 February.

Shoosmiths' RSG brings together recoveries for two sectors - lenders and other major businesses. Clients include UK and European banks, finance houses, major building societies, manufacturer-owned motor finance companies, and independent asset finance and motor finance companies, together with major corporates and plcs.

Shoosmiths became the first top 40 law firm to join the ICS in 2010, believing membership will help support its key strategic aim of delivering the highest levels of client and customer service.