COMPLAINTS PROCEDURE

We sincerely hope that your experience with Hemsley Ltd has been satisfactory. However, we acknowledge that circumstances may arise where you are dissatisfied with our services. If such a situation arises, we are eager to address your concerns promptly and effectively.

If you encounter any issues or have any concerns during the process of any of our services, we kindly request that you notify us at the earliest opportunity. By doing so, we can swiftly address the matter and seek a resolution.

The complaints procedure is to communicate your experience in writing within 14 days by either email to liz@hemsley.ltd   or rob@hemsley.ltd or in writing to Liz Hemsley at the address below:

Hemsley Ltd

8 Flavian Close

Middlewich

Cheshire

CW1 09RE

All complaints will be acknowledged in writing within 5 working days of receipt

All complaints will be investigated and responded to within 21 working days of receipt.

On occassion further time may be required, in which case we will notify you of this in writing

Written records of all complaints will be kept

What actions can we take?

We will review your complaint and write to you with one or more of the results below:

No further action will be taken

Refund full or some of your fees

Recommend an independent review / expert determination of the issues

Offer a written apology

Review our policies or processes

Provide any other outcome suitable to resolve the complain

Hemsley Ltd hopes that we can resolve things to your satisfaction; however, for mediation services, if you are still unhappy and wish to take your complaint further to an external body, then the CMC (Civil Mediation Council) operates a final stage complaint procedure. Details of the CMC's appeal processes can be found here: https://civilmediation.org/for-thepublic/complaints/   

Your legal rights are not affected.

We value your feedback and are committed to ensuring a fair and transparent process for resolving any complaints. Please rest assured that we will diligently investigate your concerns and work towards a satisfactory resolution.