We at Edwards Solicitors are committed to providing a high quality legal service to all our clients.  When something goes wrong we need you to tell us about it.  This will help us to improve our standards.


Our complaints procedure:


If you have a complaint, contact us with the details, if you have not done so already, please set out your complaint in full in writing and send it to the person who is / was handling your matter at the address below.


What will happen next?


  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint.  You can expect to receive our letter within 7 days of our receiving your complaint.
  2. We will record your complaint in our central register and open a separate file for your complaint. We will do this within a day of receiving your complaint.
  3. We will then start to investigate your complaint. This will normally involve the following steps:
  • We will pass your complaint to Mr Edward S Hryniewiecki, our relevant Client Care partner, within 7 days.
  • He will ask the member or members of staff who acted for you to reply to your comments within 21 days.
  • He will then examine his, her or their reply or replies and the information in your complaint file, and, if necessary, he may also speak to him, her or them. This will take up to 7 days from receiving the reply and the file.
  1. Mr Edward S Hryniewiecki will then invite you to a meeting, at a time convenient to you, to discuss and hopefully resolve your complaint. He will do this within 7 days.
  2. Within 7 days of the meeting Mr Edward S Hryniewiecki will write to you to confirm what took place and any solutions he has agreed with you.

If you do not want a meeting or it is not possible, Mr Edward S Hryniewiecki will send you a detailed reply to your complaint.  This will include his suggestions for resolving the matter.  He will do this within 14 days of completing the investigation.

  1. At this stage, if you are still not satisfied you should contact us again. We will then arrange to review our decision.  This will happen in the following way.
  • Another partner of the firm will review Mr Edward S Hryniewiecki’s decision within 14 days.
  • We will let you know the result of the review within 7 days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons.
  • We will also give you the contact address of the Legal Ombudsman in Wolverhampton. If you are still not satisfied, you can contact them about your complaint.


If we have to change any of the time scales, we will let you know and explain why.


Granary Chambers, 37-39 Burton Street, Melton Mowbray, Leicestershire LE13 1AF

Tel: 01664 566606         Fax: 01664 566603              Email: esh1@edwards-solicitors.com