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Complaints Policy  

Hempsons consistently provide a high-quality legal service to all our Clients. However even in the best quality organisations no operation process is entirely perfect. Exceptionally, sometimes something can go wrong. It is therefore important to our quality service recovery system that you let us know if this occurs. This helps us to regularly monitor any trends or issues so as to prevent a recurrence and to ensure that we continuously improve our quality service as necessary. Hempsons quality service recovery system is thus much more than a complaint management system.

However essentially it affords us a further opportunity to demonstrate our commitment to you by exploring how we can best re-align our valued relationship with you to your complete satisfaction.

1.0   Complaints Procedure

Accordingly, if you are unhappy about any aspect of the service you have received from us please contact Janice Barber, our Managing Partner whose contact details are below.

Contact Details: Hempsons, Hempsons House, 40 Villers Street, London, WC2N 6NJ; Telephone: 0207 839 0278; Email: clientconcerns@hempsons.co.uk

2.0   What will happen next ?

2.1   Upon receipt of your complaint Janice Barber will contact you to acknowledge your complaint and to let you know when you will receive a decision on it.

2.2   Janice Barber will then investigate your complaint in conjunction with the Supervising Partner in charge of the relevant Department. This will usually involve examining your file with the member of staff who acted for you and registering your complaint in our electronic records.

2.3   When we provide you with a decision on your complaint we will also confirm any solution proposed or agreed with you.

2.4    At this stage, if you are not satisfied you can contact us again. We will then arrange to review our decision and we will inform you how long that review process will take. The review will involve either Janice Barber reviewing her decision; someone else in Hempsons (who has not been involved in your complaint) reviewing it or by independent mediation if you agree. At the end of the review process we will then write to you confirming our final position on your complaint and explaining our reasons.

2.5    If you are still not satisfied you can then contact the Legal Complaints Service at Victoria Court, 8 Dormer Place, Leamington Spa, Warwickshire, CV32 5AE about your complaint. Any complaint to the Legal Complaints Service must usually be made within 6 months of the date of our final decision on your complaint but for further information, you should contact the Legal Complaints Service on 0845 608 6565 or at www.legalcomplaints.org.uk