Client Care & Resolution
Our commitment to professional excellence and client care.
We encourage you to resolve concerns informally before submitting a formal complaint. Below is the recommended escalation path — each step leads naturally to the next.
In the first instance, contact the lawyer dealing with your instructions. They have the working knowledge of your case.
If the explanation is not satisfactory, contact the person directly managing your lawyer.
Raise your concern with a member of our overall management team via the Practice Management Department.
Address in writing to the Client Care Department.
Once a formal complaint is received, we follow a structured review process designed to reach a fair and timely resolution.
Acknowledge
You will receive written confirmation that your complaint has been received.
Allocate
Your complaint is assigned to a suitable manager or director for review.
Investigate
A thorough and impartial internal review of the matter is conducted.
Report
A final written outcome is provided to you within 8 weeks of receipt.
If you remain unsatisfied after our internal complaints process, you have the right to refer your complaint to the following independent bodies.
The Legal Ombudsman handles complaints about poor legal service. You should contact them only after our internal process has concluded.
Time Limits
If your concerns relate to our conduct or behaviour — such as matters involving dishonesty, the handling of client money, or treating you unfairly — you may raise these directly with the SRA.
Regulatory Queries
The SRA does not handle complaints about service quality — those remain with the Legal Ombudsman. Contact the SRA only for regulatory concerns about solicitor conduct.
Edward Hands & Lewis Solicitors is authorised and regulated by the Solicitors Regulation Authority. SRA Number: 00000.
