Legal and Regulatory
Edwards Family Law Limited is a Limited Company registered with Companies House, under Company Number 11916919 and it has its registered office at 44 Southampton Buildings, London, WC2A 1AP
We are authorised and regulated by the Solicitors Regulation Authority (“SRA”), under SRA number 658249.
The rules and principles governing solicitors’ conduct are available at www.sra.org.uk/solicitors/handbook/code/content.page.
A list of the directors may be inspected at the registered office. The directors are Kelly Edwards a Solicitor of the Senior Courts of England and Wales.
The Firm’s VAT number is VAT No: 320351945.
By accessing and continuing to use this site, you agree and acknowledge that you do so upon these terms. The “Firm”, “we”, “us” and “ours” means Edwards Family Law Limited.
“Director” or “Directors” means a director or directors of Edwards Family Law Limited or an employee or consultant with equivalent standing and qualifications.
Professional Indemnity Insurance
In accordance with the Provision of Services Regulations 2009, details of our compulsory professional indemnity insurance are as follows. Our insurers are Travelers Insurance Company Ltd. They can be contacted at One Creechurch Place, London EC3A 5AF, telephone number 020 3207 6000 and their website is www.travelers.co.uk. Our insurance cover extends to our acts or omissions wherever in the world they occur.
Financial Services
The Firm is not authorised under the Financial Services and Markets Act 2000, but we are able in certain circumstances to offer a limited range of investment services to clients because we are members of the Law Society and authorised and regulated by the SRA. We can provide these investment services if they are an incidental part of the professional services we have been engaged to provide.
Anti-Bribery and Corruption
We have in place anti-bribery and anti-corruption policies and procedures which apply to all of our directors and staff and to those who otherwise work or undertake business on our behalf wherever they are situated. Our policies prohibit their engaging in corrupt activity in any part of the world and require them to report any occasion on which they are invited, or suspect that others have been invited to act corruptly. They also provide guidance as to gifts and hospitality. We expect our clients to have in place similar policies and procedures appropriate to their business.
Email Security
It is increasingly common for cyber-criminals to use intercepted emails to divert funds into their own accounts. We will not notify you of a change of our bank details by email, so please do not make payment to an alternative bank or bank account even if asked to do so in an email that appears to have been sent by someone at the Firm.
If you receive an email informing you that our bank account details have changed, please contact contact@edwardsfamilylaw.co.uk as soon as possible.
For further guidance on recognising and reporting scams, please visit www.sra.org.uk/consumers/problems/fraud-dishonesty.page.
Complaints
We are dedicated to delivering high-quality service to our clients. Your feedback is incredibly important to us, as it helps us continuously improve.
If you feel that our service has not met your expectations or if there is anything we could do better, please let us know. We welcome the opportunity to address any concerns and ensure we uphold the high standards we set for ourselves.
What do I do if I have feedback or a complaint?
In the first instance, we encourage you to discuss any feedback or concerns about our service—or suggestions for improvement—with the lawyer handling your matter.
If your concern cannot be resolved informally, or if the matter is serious and you do not feel comfortable raising it with your lawyer directly, you may escalate the issue by contacting the Partner on your case.
How do I raise a complaint under this policy?
To help us address your concerns/complaint effectively, please email Kelly Edwards or Daniel Chalmers with the following details:
- A brief explanation of why you are dissatisfied with the service you received;
- Your preferred method of contact regarding your complaint; and
- Any specific action or anything in particular you would like us to do to resolve the issue.
If you would prefer not to share the details of your complaint by email, you are welcome to call us on 0203 983 1818 so we can discuss the best way to understand and address your concerns.
What happens after I have made a complaint under this policy?
Once we receive your complaint, we will:
- Acknowledge it in writing within 7 days;
- Record it in our central complaints register;[EH1] [KE2]
- Investigate your concerns and arrange a discussion with you with a view/aim to agree on a resolution, within 21 days of receiving your complaint;
- Confirm the outcome in writing within 28 days of receiving your complaint.
In exceptional circumstances, we may need to extend these timeframes. If so, we will discuss and agree any changes with you in advance wherever possible.
What might the outcome of my complaint be?
We sincerely regret any dissatisfaction our clients may experience and will not hesitate to offer a genuine apology if our service has fallen short of the high standards we set for ourselves.
Where appropriate, we may also agree on steps to help resolve the situation and take action to prevent similar issues from arising in the future.
What if I remain unsatisfied?
If you remain dissatisfied with the outcome of your complaint, you may request a review by an alternative Partner, either Kelly Edwards (kellyedwards@edwardsfamilylaw.co.uk) or Daniel Chalmers (danielchalmers@edwardsfamilylaw.co.uk).
At this stage, it would be helpful to know if there is anything specific you believe we could do to resolve your concerns more satisfactorily.
Following the review, we may either uphold the original outcome or suggest alternative steps to resolve the matter. This will constitute our final decision under this complaints policy.
You will receive a response to the senior partner review within 8 weeks of the date you first raised your complaint with us.
If you remain dissatisfied at that stage, you may be entitled to complain to the Legal
Ombudsman about our service (the Ombudsman would generally expect clients to follow a
firm’s internal complaints procedure first). You can find further information about the
Ombudsman on the website www.legalombudsman.org.uk . You can write to the
Ombudsman at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or by email
on enquiries@legalombudsman.org.uk or call on 0300 555 0333. If you wish to raise a
complaint with the Ombudsman then you should not delay bringing it to their attention once
our own complaints process has concluded as there are some time limits on when this must
be done. For example, normally you must raise a complaint with the Ombudsman within six
months of the firm’s own final decision on how to resolve your complaint.
[EH1]What is this? Do we have this?
[KE2]We should have it I think it might be in the orignial compliance docs
CONTACT DETAILS
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH