The firm’s client care and complaints procedure

James Ware Stephenson is committed to high quality legal advice and client care. If a client is unhappy about any aspect of the service provided, the client can contact their member of the firm responsible for their file by telephone or by email or by post to our office.

In the absence of a member of the firm, clients can contact the Office Manager on 020 3701 7397, or by post.  We will normally respond to any complaint promptly and in any event within two weeks of receiving the complaint in written form, whether by email or by post.

If a client is not satisfied with our handling of a complaint, the client  can ask the Legal Ombudsman (contact details below) to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.

Legal Ombudsman
PO Box 6806
Phone: 0300 555 0333

Additionally a client has the right to complain to the Solicitors Regulation Authority (the SRA).  The SRA primarily deals with complaints and issues relating to the conduct and behaviour of solicitors.  The SRA can take action for a number of reasons when a solicitor breaks the principles laid down by the SRA for their conduct and behaviour.  These broadly include dishonesty, for example - lying, stealing from clients, committing fraud, illegal discrimination.  This would also extend to closing down a firm without notifying clients.  The contact details for the SRA are:

Phone: 0370 606 2555
Post:  Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN 
There is a the Report Form on their website.