Complaints

Complaints policy

The complaints policy for clients exists to ensure any complaints raised by our clients are dealt with promptly, fairly, openly and effectively (Outcome 1.11 of the SRA Code of Conduct). Part of our vision is to be ‘…our clients’ trusted advisors…’ however we acknowledge that not everything always goes according to plan.

We are committed to providing a high quality legal service to all our clients and to have an outstanding reputation in the legal and other professions. 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 our partners 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.

Complaints procedure

If you are unhappy about any aspect of the service you have received please contact Chris Morris, our Complaints Partner and Senior Partner; you can contact him via post, telephone or e-mail, please see below for a list of contact details.

Upon receipt of a complaint Chris Morris will investigate this in conjunction with the Supervising Partner in charge of the department/team involved in your complaint.

Contact details

  • Post: Hempsons , 100 Wood Street, London EC2V 7AN
  • Telephone: 020 7839 0278
  • E-mail: clientconcerns@hempsons.co.uk

What will happen next?

Our Complaints Partner will acknowledge receipt of your complaint with you within 3 working days of receiving it, enclosing a copy of this procedure.

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

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

  • Speaking with the relevant Supervising Partner
  • Reviewing your file
  • Discussing your complaint with the member of staff who acted for you

This may take up to 15 working days after our acknowledgement of your complaint.

If appropriate we will then invite you to speak with our Complaints Partner to discuss, and hopefully resolve, your complaint. We will make arrangements to do this within 15 working days after our acknowledgement of your complaint if we consider that appropriate or if you request it.

Within 3 days of any such discussion between you and our Complaints Partner, we will confirm in writing the matters discussed and any solution agreed with you.

In any event, we will communicate to you in writing the outcome of our investigation of your complaint within 20 working days after our acknowledgement of your complaint unless we have agreed a later date to come back to you in order to facilitate you speaking with our Complaints Partner.

If, once you have received our written communication of our investigation of your complaint, 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 Partner will review their decision within 5 working days of you contacting us to request a review; or
  • 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 working days of you contacting us to request a review; or
  • If appropriate we will invite you to agree to independent mediation. We will let you know how long this process will probably take.

We will write to you within 10 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

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

What happens if I don’t agree with your views on the complaint?

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint; and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman please contact them. Contact details:

What do I do if I am unhappy or concerned about your behaviour?

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority:

Please visit the SRA website for full details on when they may be able to assist you with any concerns you may wish to raise and when other routes such as the Legal Ombudsman are more appropriate (e.g. a complaint as to poor service).

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided then you should inform us immediately, so that we can do our best to resolve the problem.

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.