We’re absolutely thrilled to share that DezrezLegal has been shortlisted for the 2025 British Conveyancing Awards in the Customer Service Champions category! Having previously won this prestigious award in both 2022 and 2024, this shortlisting reaffirms our ongoing commitment to delivering outstanding service and putting our clients at the heart of everything we do.

Maintaining excellence through innovation & collaboration

Over the past 12 months, we’ve introduced numerous initiatives designed to enhance the customer journey and uphold our client-first philosophy:

• Reduced caseloads – By reducing the working capacities of our conveyancers (by up to 30% in some cases), we’ve improved communication, client satisfaction, and overall service quality.
• Promoting and investing in talent – We’ve recognised and promoted team members with proven track records of delivering excellent service. In 2024, we sponsored four staff members to begin CLC (Council for Licensed Conveyancers) studies and supported two more in obtaining their first licences.
• Technology-driven efficiency – From continued development of our case management system to launching customer-friendly portals and simplifying documentation, we’ve harnessed technology to shorten transaction timelines and provide frequent, clear updates.
• Robust customer feedback loop – Listening closely to our clients and our own conveyancers has helped us refine processes, resulting in key performance improvements—transaction times are now an average of two weeks quicker than in 2023, with a 10% increase in client feedback, 23% more online reviews, and a 12% rise in customer satisfaction scores (now at 9.8 out of 10).

A Culture of customer service excellence

Central to DezrezLegal’s success is our unwavering commitment to a client-first ethos. In early 2024, we revisited our company goals and values to ensure that supporting customers remains a key driver of decision-making across every level:

• More Certainty – We take responsibility for delivering timely, accurate work without sacrificing quality, so clients can rely on us to meet deadlines.
• Less Hassle – Through simplified communications, jargon-free correspondence, and user-friendly guides, we strive to make the conveyancing process as stress-free and transparent as possible.
• People at the Centre – We treat our customers as individuals, not file numbers. Every member of our team is empowered to exceed expectations, from the initial engagement all the way to post-completion support.

Continuous improvement

DezrezLegal embraces a “no blame” culture, which emphasises swift, solution-oriented responses to any concerns or complaints. Whether issues are informal or require a formal complaint process, we prioritise:

• 24-Hour initial response – A conveyancing team manager will reach out promptly to understand and address concerns.
• Thorough investigations – Our Legal Director conducts monthly reviews of all logged issues and reports to the Executive Board, ensuring transparency and alignment with our values.
• Learning and adapting – Every piece of feedback, positive or constructive, informs how we evolve our processes, ensuring we continually refine our service and maintain high standards.

Looking ahead

Being shortlisted once again for the British Conveyancing Awards as Customer Service Champions is a testament to the dedication of our entire team. We believe in creating a culture where outstanding client care is second nature—an approach that has not only earned us recognition in 2022 and 2024 but continues to set us apart in 2025. We look forward to the awards ceremony on March 13, 2025 when this year’s winner will be revealed, and wish all fellow nominees the best of luck!

For more information about our services or to discuss how we can support your property transaction, please visit our website or contact us at the button below:

Contact us