The Organisation

PCB Solicitors LLP is a modern partnership of solicitors with offices in Shrewsbury, Telford, Church Stretton, Ludlow and Knighton, providing legal services across the whole of Shropshire. While they can trace their origins back to 1860,they take pride in being a forward-looking firm offering a full range of legaladvice. The firm’s stated aim is that "We believe that our clients deserve the best in service and advice. We pride ourselves on standing out from the crowd with our friendly and approachableteam who share a can-do attitude to clients’ needs."

As part of their drive for continuous improvement , PCB undertook accreditation against the Lexcel Standard 3 years ago. The aim was to ensure compliance across thefirm, linked to strategic development. Rachael Hughes, Managing Partner, explained that the firm wanted to involve every member of staff and focus them on risk. This was a big educational process and she puts the successful introduction of Lexcel into the firm down to teamwork. Each member of the staff ‘Lexcel team’ took responsibility for the review and development of a group of procedures and Rachael firmly believes that this participative approach helped to gain everyone’s commitment.

"We wouldn’t be without Lexcel now and would recommend it to anyone – and especially new firms, who can start the way they mean to go on!

“Whilst people were inevitably somewhat resistant to the changes at first, they recognised the necessity – and now it is a matter of course. Anyone can pick up a file and know what stage it is at; the Office Manual is on the firm’s server, so everyone can see the up to date version,” Rachael says. When new case management software was installed in January 2010, it was relatively straight-forward to transpose all the Lexcel compliant forms onto the system. The firm has also put its ‘suggestions box’ on the server so that people can easily log ideas and these are constantly reviewed.

Regarding the vexed question of PII premiums, although the firm’s premium has not reduced since being accredited, neither has it increased. It gives insurers the confidence that proper risk management procedures are in place and the firm has the reassurance that they will secure PII at a reasonable rate. And indeed, people are much more aware of risk: all files are graded for risk and regularly reviewed. This provides a rationale for deciding quickly whether a matter should be taken on and who should deal with it. Lexcel accreditation has also been invaluable in relation to SRA inspections. The firm experienced a random inspection a year ago, which they found to be trouble free. Rachael says, “you know you are complying with professional rules because you’ve got all the relevant checklists in place. Without a system it’s easy to overlook something.”

The regular assessments have provided the firm with good quality feedback, affirming the positive as well as identifying areas for improvement. PCB has used these to inform their development during the following year. When asked whether Lexcel continues to be‘worth doing’, Rachael responded, ‘It’s a work in progress. We are always looking to improve but not for change’s sake. We wouldn’t be without Lexcel now and would recommend it to anyone – and especially new firms, who can start the way they mean to go on!”