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Complaints

We want to give you the best possible service; however, if at any point you become unhappy or concerned about the service you are receiving, please tell us straightaway, and we will do our best to resolve the problem.

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If you have a complaint, please contact Alice Stephenson in writing by:

Email:  alice@stephenson.law

Our process:

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  1. We will send you an email  acknowledging your complaint within three working days of receipt. We may also ask you to confirm or explain any details.
  1. Your complaint will be recorded internally.
  1. Alice will review your complaint and will aim to write to you (via email) with our findings, including how we propose to resolve the issue, within 20 days of our acknowledgement email.
  1. Where it is not possible to meet this deadline (for example, because further enquiries need to be made), we will write to you to explain and tell you how soon you can expect to receive a full reply. As set out by the Legal Ombudsman, we will ensure that your complaint is fully concluded within eight weeks of our acknowledgement letter.


Depending on which Stephenson Law entity you engage with, there are slightly different escalation routes in the event that we’re unable to resolve your complaint. If you’re not sure which entity you are engaged with, check your Instruction Form on Roost. Select the appropriate entity below:

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FAQs

Stephenson Law Limited (unregulated, legal services provider)

Company number 12666099

If the nature of your complaint relates to the level of service received by a Solicitor (not about non-legal work or a non-legal member of the staff), the Legal Ombudsman can help. Please note that you must take your complaint to the Legal Ombudsman if our internal complaints procedure has already been exhausted and:

1. Within six months of receiving a final response from your complaint; and
2. No more than one year from the date of act/omission; or
3. No more than one year from when you should reasonably have known there was a cause for complaint

You can find out more information about the Legal Ombudsman and their contact details here.

‍If the nature of your complaint relates to a serious act of a Solicitors' professional misconduct, such as (but not limited to), dishonesty and discrimination, you can report this to the SRA here.

Stephenson Law (Regulated) Limited (SRA regulated law firm)

Company number 9386665

If we are unable to resolve your complaint, the Legal Ombudsman can help. Please note that you must take your complaint to the Legal Ombudsman:

1. Within six months of receiving a final response from your complaint (through our internal process); and
2. No more than one year from the date of act/omission; or
3. No more than one year from when you should reasonably have known there was a cause for complaint

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve things with us. If you would like more information about the Legal Ombudsman, please contact:

Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Email: enquiries@legalombudsman.org.uk
‍Phone: 0300 555 0333
Online: www.legalombudsman.org.uk

Please note that the Legal Ombudsman is there to deal with concerns about the level of service which a client has received. Where there are more serious concerns that a Solicitor or Solicitors Firm have been involved in professional misconduct then reports can also be made to our regulator, the SRA. This could be for quite unusual and serious acts of misconduct such as (but not limited to) dishonesty and discrimination. You can access more information here re. reporting misconduct to the SRA.