Customer Service Review 2021

Welcome to our 2021 Customer Service Review of UK consumer law!

If, like us you are curious to understand the progress being made by firms and practices across the sector then read on. We present a unique body of insight in our report, in which we have deployed various analytical techniques, including Artificial Intelligence, to analyse online customer reviews across the sector, which we have augmented by a sample of secret shopping to show how different firms’ customer service compare.

For readers who work at a Top-200 UK firm with a consumer focus then it is likely your firm featured in our analysis. We will be happy to send over a summary of this work specific to your firm on submission of a verifiable request from a company email to

You can download a PDF of our report here or view it below.