Lawrence Stephens

Complaint Handling Policy

Our complaints policy

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact us* with the details.

What will happen next?
  • We will send you a letter acknowledging receipt of your complaint within two days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Lawrence Kelly who will review your matter file and speak to the member of staff who acted for you.
  • Lawrence will then aim to respond in writing to your claim within 14 days of sending you the acknowledgement letter. If Lawrence is away from the office, this period may be extended.
  • If you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, which can investigate complaints about the legal service you have received from us. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.  You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.  The Legal Ombudsman’s contact details are:

Telephone:      0300 555 0333

Minicom:        0300 555 1777


Post:                Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

What do you do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority

If we have to change any of the timescales above, we will let you know and explain why.


Lawrence Stephens Limited is authorised and regulated by The Solicitors Regulation Authority SRA number: 806802.

*Lawrence Stephens Limited, 50 Farringdon Road, London EC1M 3HE