Any expression of dissatisfaction about the service you have received from Edward Hands & Lewis Solicitors 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.
As part of Edward Hands & Lewis Solicitors, Sheltons Solicitors is committed to providing a professional service to all 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.
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 of your matter, 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 quickly.
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 Manager.
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 firm’s practice manager Denise Archer at Denise.Archer@ehlsolicitors.co.uk. If you prefer to write to us rather than email, you can deliver your written complaint to
Sheltons Solicitors Trading Name of Edward Hands & Lewis Limited
299 Main Street,
This is the stage at which we would recognise this to be a formal complaint.
The management team will:
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: firstname.lastname@example.org
Sheltons Solicitors is a trading name of Edward Hands & Lewis Limited, a company registered in England & Wales with company number 07001422 having its registered office at City Gate House, 11 St Margaret’s Street, Leicester, LE1 3EA. The directors are Jason Hathaway, Leanne Hathaway, Andrew Robinson, Paul Stubbs and Emma Fuller. We use the word “Partner” to refer to the most senior individuals at Edward Hands & Lewis Limited and its use in connection with the business of Edward Hands & Lewis Limited should not be construed as an indication that any individual carries on business in Partnership with any other individual within the meaning of the Partnership Act 1980, or that they are personally liable to you or any other party for any acts or omissions. Individuals named as Partners owe no personal obligations to you in either contract or tort, nor does the title “Partner” mean that they have any authority to bind the firm. We are authorised and regulated by the Solicitors Regulation Authority and our registered practice number is 533589. Our VAT No. is 114080418.