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Complaints Procedure

Any expression of dissatisfaction about the service you have received from Edward Hands & Lewis
will be considered seriously. We will respond to any client who is unhappy with our service in a
timely manner in order to resolve as efficiently as possible.

Edward Hands & Lewis is committed to providing a professional service to all our clients. If you feel
we have failed to achieve an acceptable standard of client care we encourage you to let us know in
order to provide us with the opportunity to improve our quality of service.

How to complain:

  1. Speak to your file handler  If you are unhappy with our service at any point of your matter, in the first instance you should contact the file handler dealing with your matter.
    You can contact your file handler either by telephone, by letter or by email. Your complaint will be acknowledged within two days of receipt. In most cases the file handler dealing with your matter will be able to resolve your concerns almost immediately and this is why we encourage you to come forward as soon as you feel dissatisfied. The file handler will respond to your complaint within seven days of receipt.
  2. Escalate to the Client Care team
    If you are not happy with the file handler’s response to your complaint, please contact our Client Care department by telephone, letter or email to compliance@ehlgroup.co.uk for a further investigation and review to be undertaken. The Client Care team will acknowledge receipt of your complaint within three days of receipt, will review the matter and will provide a full written response within four weeks confirming our position in respect of your complaint.

As part of the investigation carried out by the Compliance department we will:-

  • Obtain the original file of papers created in relation to this matter and / or any notes taken
    to deal with the same;
  • Speak with the file handler;
  • Speak with the file handler’s supervisor;
  • Consider the points you raise against the information provided from all sources and provide
    a considered reply.
  • Escalate to the Compliance team

If you are not satisfied with the response from the Client Care team, the matter will be transferred to our Senior Compliance team for review who will liaise with the Client Care department to understand the investigations that have taken place. The Compliance team will review the matter in full alongside a Director of the firm and a further written response will be sent within two weeks of the referral.

Referral to the Legal Ombudsman:

If you are not satisfied with the outcome you have the right to complain to the Legal Ombudsman,
an independent complaints body, established under the Legal Services Act 2007, that deals with
legal services complaints.

  • You have six months from the date of our final letter in which to complain to the Legal
  • You can contact the Legal Ombudsmen via the following contact details:

By writing: Legal Ombudsman
PO Box 6806
Telephone: 0300 555 0333
Email address: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

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About us

Why should you use us?

Edward Hands and Lewis have been in business for well over 100 years and we understand our client's needs. Here are a few reasons why you should use us.
  • Map and Double Pin Icon National Locations

    Edward Hands and Lewis is now a nationally-acclaimed body. For over a hundred years Edward Hands and Lewis has been an established solicitors in the Leicestershire area, but now we have branched out across the UK.

  • Stopwatch Icon Quick Response

    At Edward Hands and Lewis we pride ourselves on our quick response time and there are several ways you can get in touch, whatever the method, we will make sure we get back to you as soon as we can and get to work on your case.

  • Coffee Cup Icon Free Initial Assessment

    We offer a free initial assessment so you know that you have found the right people for the job. Contact us and no matter what your enquiry is about, we will find the right person to deal with your case.

  • Magnifying Glass Icon Transparent Pricing

    We make our prices fully transparent so our clients know exactly what they’re paying for throughout the process. We also offer fixed-fee services so you know the full costs from the outset.

  • Wrapped Present with Bow Icon Personal Approach

    Our solicitors are approachable and helpful and understand that legal undertakings can be incredibly stressful. We pride ourselves on excellent client service which has been recognised year on year by our Lexcel accreditation.

  • Clock Face Icon Out of Hours

    We know you may not be available within standard working hours, which is why we make ourselves available for out of hours appointments.

  • Magnifying Glass Icon Languages we speak

    At Edward Hands and Lewis several of our specialists are multi-lingual in the following languages: Punjabi, Hindi, Urdu, Gujarati, Serbo-Croation, French, Italian, German, Swedish. For any other languages, the services of translators may be appropriate.

  • Wrapped Present with Bow Icon Award winning team

    At Edward Hands and Lewis we have an award winning team to deliver legal services to you. Our solicitors and support teams have won awards for their expertise and business acumen and continue to deliver excellence in the profession.

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