If you need to make a complaint then we request that it is submitted to us in writing.
In the first instance, please direct your complaint to the advisor who has day to day conduct of your matter and they will pass your complaint on to their direct supervisor for review. If you do not feel comfortable raising the complaint with your advisor then please direct it to Sumaiya Smyth.
Sumaiya can be contacted at Sumaiya.email@example.com, or you can write to her at Hepburn Delaney, 7 The Progression Centre, Mark Road, Hemel Hempstead, HP2 7DW.
We will acknowledge receipt of your complaint within 2 working days and advise who will be investigating the matter for you.
We will provide you with a date by which we will provide a full response to your complaint. The time it will take to provide the response may depend to some extent on the nature of the complaint and the complexity of the matter and we will therefore agree a deadline with you. In most cases however we will aim to provide a written response within 14 days of acknowledging your complaint.
We will review your file and discuss matters with the advisor who acted for you. We may need to also discuss matters with you directly to obtain additional information and fully understand your concerns.
We will undertake a thorough investigation and report our findings to you within the agreed timescale. Where appropriate, and if possible, we will also suggest a remedy.
We hope that you will be satisfied with our findings and any proposed resolution but if you are not you may refer the matter to our Managing Partner Mrs Rebecca Delaney who will arrange a further independent review.
Rebecca can be contacted at Rebecca.Delaney@hepburndelaney.co.uk, or you can write to her at Hepburn Delaney, 7 The Progression Centre, Mark Road, Hemel Hempstead, HP2 7DW.
Once we have fully investigated your complaint we will provide our final decision in writing and explain the reasons for the decision.
A digital copy of our procedure is available here:
640WEB-V1- Hepburn Delaney Complaints Procedure A4