Complaints Procedure

Any expression of dissatisfaction about the service you have received from Edward Hands & Lewis will be taken seriously and investigated thoroughly. We will respond to any client who is unhappy with our service in a timely manner in order to address any concerns.

This law firm is Edward Hands & Lewis Ltd, which operates with two trading names:-

Edward Hands & Lewis Ltd

Edward Hands & Lewis T/A Sheltons Solicitors

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. Reference to either in this document applies equally.

Putting things right and raising a complaint

The content of this document applies to both Edward Hands & Lewis Ltd and Edward Hands & Lewis t/a Sheltons Solicitors.

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, and deal with them as a priority.

If you are unhappy with our service at any point, in the first instance you should contact the lawyer dealing with your instructions as he / she has the papers, your instructions, and a working knowledge of the present position.

You can contact your lawyer either by telephone, letter or email. In most cases the lawyer dealing with your matter will be able to resolve your concerns.

Should you be unhappy with the outcome of your lawyers’ explanation or resolution, you can then contact the person(s) whom directly manage your lawyer.

Should you be unable to come to a satisfactory resolution with your lawyer and his / her manager, you can raise your concern with a member of our overall management team for a review to be undertaken via the Practice Management Department.

Please note this investigatory and outcome stage will only be considered where you have previously sought to resolve this directly with your lawyer and his / her manager.

In the unlikely event the final report and resolution does not satisfy your concern and you wish to raise a formal complaint, this must be done in writing addressed to the firm’s Practice Manager Denise Archer.

Email address

If you prefer to write to us rather than email, you can send your written complaint to:

Compliance Department

Edward Hands & Lewis Limited t/as Sheltons Solicitors
299 Main Street
Nottingham NG6 8ED

This is the stage at which we would recognise this to be a formal complaint.
The Practice Management Team will:-

1. Acknowledge receipt of your complaint in writing;
2. Allocate the matter to a suitable manager and / or director;
3. Investigate the matter thoroughly;
4. Report to you as to the outcome of that investigation with a view to resolution within 8 weeks of that manager / director receiving the complaint, notwithstanding many matters can be resolved very quickly;

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
Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
Email address:

Referral To The SRA (Solicitors Regulation Authority):

You can contact The SRA (Solicitors Regulation Authority) via the following contact details:

By Writing : The Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham B1 1RN

Telephone 0370 606 2555

SRA Website:

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