Complaints

LEE CHADWICK SOLICITORS LLP and LEIGH EDWARDS SOLICITORS

COMPLAINTS PROCEDURE

At Lee Chadwick and Leigh Edwards we are dedicated to the continual improvement of our services.  However just occasionally things do not run as smoothly as we would wish and if you find that you have any concerns regarding the service that you are receiving, and wish to make a complaint, you should follow the guidelines set out below.

LEE CHADWICK SOLICITORS LLP and LEIGH EDWARDS SOLICITORS

COMPLAINTS PROCEDURE

At Lee Chadwick and Leigh Edwards we are dedicated to the continual improvement of our services.  However just occasionally things do not run as smoothly as we would wish and if you find that you have any concerns regarding the service that you are receiving, and wish to make a complaint, you should follow the guidelines set out below:

  • First you should raise your concerns with the lawyer who has conduct of your file. He/She will attempt to immediately rectify the situation with you.  Your lawyer will also report your concerns to the Partner in charge of their department.
  • If after the discussion with your lawyer you are still unhappy, you should raise your concern the Partner in charge of the department in which your matter is being handled. He or she will have the benefit of seeing your file and will be able to respond to any complaint that you may have.
  • In the event that you are still unhappy, then please raise your concerns in writing with the Senior Partner, Grace Noble, or the Managing Partner Katherine Robertson who will then investigate your complaint. Grace Noble may be contacted at grace.noble@lee-chadwick.co.uk and Katherine Robertson at kr@lee-chadwick.co.uk or by post to 14 Market Square, Witney, OX28 6BE.
  • We will acknowledge receipt of your complaint within 2 working days and we will respond fully in writing within 8 weeks.
  • Ultimately if you do not feel that your complaint has been handled to your satisfaction by our internal processes then you may direct your complaint to the Legal Ombudsman Service who will consider the matter. Their address is Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire CV32 5AE, the helpline number is 0845 608 6565.

Important Information about the Legal Ombudsman Service:

  • A complaint must be referred to the Legal Ombudsman within six months of the date of our final response to your complaint to us.
  • The Legal Ombudsman scheme rules say they can look into your complaint if it happened:
  • Within one year of the problem happening or within one year from when you realised there is an issue

Thank you for all the time and effort you have put in getting this done for my parents.

Mrs P

Thank you for the excellent local based service and great value for money.

Mr B

I would just like to say thank you for all your help and support through my divorce and thank you for your patience in dealing with all my questions along the way.

Mr B

I would also like to add my regards for the very professional way you have handled the administration of my late mother’s estate.

Mrs D

I wonder if you realise how much better I felt after talking to you yesterday. Your advice and patience was most appreciated and my daughter was most relieved to know that you will guide and help her cope when the inevitable happens. I guess you would say that you were only doing your job but I will never forget your kindness to an emotional client. I am so very grateful.

Mrs M