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.

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


Our process:

  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: