Client Service and Complaints
What you can expect from us, and what happens when we get something wrong.
Version 1.0 · Last updated August 16, 2026
What you can expect
Every engagement is staffed by a named team, and the people who take the first call are the people who manage the filing calendar a year later. You should not have to re-explain your structure to someone new because a matter has moved between desks.
- A named contact, and a named second person who knows your matter well enough to cover
- A written scope before work begins, and a written variation before scope changes
- Client questions answered within one working day, even if the answer is that we are still working on it
- A documented calendar of your filing and renewal obligations, maintained for the life of the engagement
- Advance notice of a deadline that needs something from you, with enough time to act on it
- Fees quoted before work starts, and disbursements itemised at cost
When something goes wrong
Work of this kind involves deadlines, third parties and authorities, and occasionally something will go wrong. What matters is what happens next.
We tell you promptly when we become aware of a problem affecting your matter, including when the fault is ours. We do not wait until we have a solution before telling you there is a problem, because that removes your ability to make your own decisions about it.
Raising a concern
You do not need to use a form or a particular phrase. Telling your usual contact that you are unhappy is enough to start this process.
If you would rather not raise it with the team handling your matter, or you have and are not satisfied, write to enquiries@hainaninc.com marked for the attention of the partners. A complaint raised this way is not handled by the person it concerns.
How we handle it
Our process is deliberately short. Each stage has a stated timeframe.
- We acknowledge your complaint within two working days, and tell you who is handling it
- We investigate, which normally means reviewing the file and speaking to those involved and to you
- We give you a substantive written response within 15 working days
- Where the matter is complex and we need longer, we tell you before that point, explain why, and give a date
- Our response sets out what we found, what we accept, what we do not and why, and what we propose to do about it
If you remain dissatisfied
If our response does not resolve the matter, tell us and we will escalate it to a partner who has had no previous involvement for a final review.
Nothing in this process affects your legal rights, or your ability to refer a matter to a competent authority or to the courts, as set out in our Terms of Service.
What we do with complaints
We record every complaint, including those resolved immediately, and review them for patterns. A complaint that reveals a weakness in a process is more useful to us than one that is simply settled, and we will tell you where your complaint has led us to change something.