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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 address any concerns.

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.

  1. Putting things right

We recognise that in many cases it is possible to resolve any issues, and we would prefer to work with you to address any concerns as a priority.

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.  In most cases the file handler dealing with your matter will be able to resolve your concerns quickly.

Should you still be unhappy, you can speak with our Client Care Team.

Please note that our Client Care Team will only consider matters where you have previously sought to resolve this directly with the File Handler.

  1. Working with the Client Care team

If you are not happy with the file handler’s response to your concern, please contact our Client Care department by telephone, letter or email to compliance@ehlgroup.co.uk for a review to be undertaken.

The Client Care team will:

  1. acknowledge receipt of your complaint within five working days of receipt,
  2. review the matter
  3. wherever possible, look to resolve the issue, and
  4. provide a written response within four weeks of acknowledging receipt of your concern.

As part of the investigation carried out by the Client Care Team we will:-

  • Review your file;
  • Speak with the file handler;
  • Speak with the file handler’s supervisor;
  • Consider the points you raise and provide a considered reply.

As part of this process, we would continue to seek to remedy any concern or issue that you may have; ongoing work will not be disrupted by this review.

  1. Raising a complaint

In the event that our Client Care Team are not able to satisfactorily resolve the problem for you, and you wish to raise a complaint, this must be done in writing addressed to our Compliance Team sent to compliance@ehlgroup.co.uk.

Should you wish to write to us rather than email, then this should be addressed to:

Compliance Team
Edward Hands & Lewis Solicitors
CityGate House
St Margaret’s Way

This is the stage at which we would recognise this to be a formal complaint.

The Compliance Team will acknowledge receipt of the complaint within five working days.

The Compliance Team will liaise with the Client Care Team and review the matter in full.  A written response will be sent within four weeks of the complaint confirmation date.  This will set out any proposed remedy, and will state whether it is our final response or whether there are further steps to be taken to resolve the matter.

  1. Referral to the Legal Ombudsman:

Upon receipt of our final letter, if you are not satisfied with the outcome you may have the right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, which deals with legal services complaints.

  • You have six months from the date of our final letter in which to complain to the Legal Ombudsman.
  • The Legal Ombudsman will not usually consider any complaints unless you have followed the above complaints procedure.
  • 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

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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.
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    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.

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    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.

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    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.

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

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    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.

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    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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