How to Make a Complaint

If you have a complaint, please raise it with the the person handling your matter. 

If for any reason that is not appropriate or you would prefer to speak to someone else, please contact our Complaint Manager, by email at complaints@hankunlondon.co.uk or by phone on +44 20 8078 9782.

We will aim to deal with formal complaints as follows:

We will acknowledge receipt of your complaint within 5 working days of receiving it. We will confirm who is handling your case and explain the next steps. 

We will investigate your complaint promptly and fairly, and may contact you if we require further information or need to verify your identity. 

We aim to provide a substantive written response as soon as reasonably practicable. In most cases, we expect to do so within 15 working days. Where this is not possible, we will keep you informed of our progress and aim to provide a substantive response within 8 weeks.

Where appropriate, your complaint will be reviewed by another senior member of the Firm who has not previously been involved.

If you are not satisfied with our final response, you may be able to refer your complaint to the Legal Ombudsman, which offers a free and independent complaints service for individuals and small businesses.

Legal Ombudsman
Legal Ombudsman
PO Box 6167, Slough, SL1 0EH United Kingdom
📧 enquiries@legalombudsman.org.uk
📞 +44 300 555 0333
🌐 www.legalombudsman.org.uk

You must refer your complaint to the Legal Ombudsman within one year of the date of the act or omission being complained about, or within one year of when you should reasonably have known there was cause for complaint. In addition, you must raise your complaint with the Legal Ombudsman within six months of receiving our final written response.

If your concern relates to the conduct of a solicitor, the Firm, or a possible breach of the SRA Standards and Regulations, you may also report the matter to the Solicitors Regulation Authority.  

📞 +44 370 606 2555

🌐 www.sra.org.uk/consumers/problems/ 

If your concern relates primarily to how we have collected, used or otherwise processed your personal data, please refer to our Data Protection Complaints Procedure.  

If you require this procedure in an alternative format or need assistance in making a complaint, please contact us at complaints@hankunlondon.co.uk.