Complaints Procedure

Complaints Policy

We are committed to providing a high-quality legal service to all our Clients. When something goes wrong we would ask you to tell us about it, as this will help us to improve our standards.

Our Quality & Risk Department monitor any trends or issues to ensure that systems are improved if necessary. This information is available to your Client Partner who will be able to discuss this with you within Client visits.

Internally we monitor concerns from our Clients before they become complaints to minimise any inconvenience to you.

1.0 Complaints Procedure

If you are unhappy about any aspect of the service you have received please contact Janice Barber, our Managing Partner and Complaints Management Partner; you can contact her via post, telephone or e-mail, please see below for a list of contact details.

Upon receipt of a complaint, Janice Barber will investigate this in conjunction with the Supervising Partner in charge of the Department involved in your complaint.

1.1 Contact Details

  • Post: Hempsons House, 40 Villers Street, London, WC2N 6NJ
  • Telephone: 0207 839 0278
  • E-mail: clientconcerns@hempsons.co.uk

2.0 What will happen next?

2.1 Our Complaints Management Partner will acknowledge receipt of your complaint with you within three days of receiving it, enclosing a copy of this procedure.

2.2 We will record the complaint on our electronic register and enter your details on our complaints files. We will do this on the same day as we acknowledge your complaint.

2.3 We will then start to investigate your complaint. This may involve one or more of the following steps:

  • Speaking with your Client Partner
  • Reviewing your file with the member of staff who acted for you

This may take up to 21 days after our acknowledgement of your complaint.

2.4 If necessary we will then invite you to speak with our Complaints Management Partner, to discuss and hopefully resolve your complaint. We will make arrangements to do this within 5 days of receiving your request.

2.5 Within three days of the discussion, our Complaints Management Partner will confirm the matters discussed and any solution agreed with you.

2.6 At this stage, if you are still not satisfied you can contact us again. We will then arrange to review our decision. This will happen in one of the following ways:

  • Our Complaints Management Partner will review their decision within 5 days
  • We will arrange for someone in the Firm who has not been involved in your complaint to review it. They will do this  within 10 days
  • We will invite you to agree to independent mediation. We will let you know how long this process will take

2.7 We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

2.8 If you are still not satisfied you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ, about your complaint.

A complaint should be referred to the Legal Ombudsman in the event we cannot reach a satisfactory resolution and must be made within 6 months of the date of our final decision on your complaint. For further information you can contact the Legal Ombudsman on 0300 555 0333 or at http://www.legalombudsman.org.uk/aboutus/contact_us.html

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

European Commission’s ODR Platform

If you do not wish to submit your complaint directly to us, as set out above, you may be able to submit your complaint via the European Commission’s ODR platform.