A Manchester-based criminal defence practice has become what it believes to be the first law firm in the country to put its entire legal team through a comprehensive, internally developed client care accreditation programme.
All 29 criminal lawyers at Olliers Solicitors successfully completed the firm’s Client Care Accreditation exam in December, alongside three support staff who received specialised training tailored to their role in handling initial client enquiries.
The certification programme, which the firm established last September, required each participant to complete 12 hours of training before sitting a two-part examination designed to standardise and formalise the firm’s approach to client service.
The curriculum encompassed effective communication techniques, client expectation management, LEXCEL compliance requirements, and the role of proactive engagement in delivering superior client care.
Managing Director Matthew Claughton explained the rationale behind developing the in-house accreditation system. “Olliers takes accreditation seriously,” he said. “All lawyers work towards the Law Society’s Police Station and Criminal Litigation accreditations. But where no external accreditation exists, we innovate.”
He continued: “We are the only crime team, which we are aware of, with its own training academy offering comprehensive, ongoing education and training. Our programme covers technical skills and includes personal development, marketing and practice management.”
The decision to create a formal accreditation reflected the firm’s determination to translate its stated values into measurable standards. “As excellence in client service is a standard embedded in every aspect of our work, it was paramount that we formalised these standards of client care,” Claughton noted. “Official training and accreditation helps us guarantee and evidence exceptional client care – a principle that shapes our culture and guides all our actions.”
The Client Care Accreditation represents the latest in a series of pioneering training initiatives introduced by the firm in recent years. Olliers previously established the Pre-Charge Accreditation Scheme, positioning itself as a leader in pre-charge legal work, and launched the Crown Court Accreditation in 2024 to elevate advocacy standards.
Looking ahead to 2026, the firm is working on an AI accreditation programme aimed at ensuring the entire team maintains cutting-edge knowledge of artificial intelligence applications across all areas of legal practice.
Claughton expressed pride in the achievement of the entire team. “Congratulations to everyone on passing this accreditation.. I am immensely proud of every single member of the firm and how they show up every day for our clients,” he said.
He placed the accreditation within the broader context of the firm’s mission and values. “We can point to our awards and rankings and we are rightly proud of our industry-first accreditations and our exceptional internal training. But, this is all born out of our day-to-day commitment to our clients and our understanding that anyone can become caught up in the criminal justice system.”
“If that should happen, then everyone deserves the right to the best legal defence and the most human support through their darkest times,” he added.
The firm’s approach to client care is also codified in the Olliers Service Pledge, which is maintained through strict compliance monitoring and ongoing feedback mechanisms.
Olliers Solicitors specialises in defending individuals, businesses and organisations across corporate and financial fraud, regulatory matters, serious crime, sexual offences, professional discipline cases and motoring offences. The firm has built a strong reputation for its proactive approach during the investigative phase of criminal cases, with particular emphasis on pre-charge engagement and early intervention strategies.
The practice has received recognition from leading legal directories, earning top-tier rankings in both the Legal 500 2026 and Chambers Guide 2026. It was also named a Times Best Law Firm 2026 and won Crime Team of the Year at the Manchester Legal Awards 2025, an accolade it has secured eight times since 2011.
Operating from its Manchester headquarters with an additional presence in London, the 29-strong team of criminal defence lawyers works under the leadership of Managing Director Matthew Claughton, Commercial Director Stacey Mabrouk, and Business Development Director Ruth Peters.
