At Stephens Scown, we are committed to operating responsibly and transparently. Our approach to social impact, environmental sustainability, and strong governance is central to our values. We recognise that stakeholders play an important role in holding us accountable. If you believe we have fallen short in these areas, we encourage you to raise your concerns. Your feedback helps us improve and maintain trust.
How to Raise a Grievance
If you have concerns about our social, environmental, or governance practices, please contact us via:
Please include:
Please see further details of what to include in the FAQ below.
Our ESG Grievance Handling Process
We aim to handle all grievances fairly, promptly, and transparently. If we are able to progress your concern* you can expect us to take the following steps:
Step 1: Acknowledgement
Step 2: Registration
Step 3: Initial Assessment
Step 4: Investigation
Step 5: Resolution
We are obliged to follow our legal requirements and professional standards. As such, there may be certain information it is not appropriate to share with you.
Our Commitment
We treat all grievances seriously and, where we are able to progress them, we will do so in a fair, transparent, and timely manner. We value your input and strive to resolve issues in a way that reflects our commitment to responsible business practices.
You will not be treated to your detriment for raising your concern in good faith. We do not tolerate retaliation against anyone (employees or external stakeholders) who report a concern in good faith, regardless of the outcome. Retaliation includes, but is not limited to:
Our employees must not threaten or retaliate against those raising such concerns. Anyone involved in such conduct will be subject to disciplinary action, which may result in sanctions up to and including dismissal. Breaches of confidentiality by our employees arising from such matters is also likely to result in disciplinary action.
For our suppliers, vendors or partners: the consequences for retaliation by that organisation against anyone who reports a concern in good faith may be subject to contract termination, or suspension or termination of our business relationship.
*Due to our obligations under the SRA Standards and Regulations – principles by which we are governed – including our obligations to act in the best interests of clients and our duties of confidentiality, there will be occasions when we are unable to acknowledge or investigate a grievance raised.
Frequently Asked Questions (FAQs)
1. What types of concerns can I raise through this procedure?
You can raise any grievance related to our social, environmental, or governance practices, including:
2. Who can use this grievance procedure?
This procedure is open to stakeholders, such as clients, suppliers and colleagues.
3. What information should I provide you with when I contact you to raise my concern?
Please provide:
Please also set out the following:
1. Contact Information
2. Relationship with Stephens Scown LLP [confirm one of the following]
3. Nature of Grievance
4. Details of Grievance
5. Supporting Evidence
6. Confirmation
Please confirm that this information is accurate to the best of your knowledge and belief.
Thank you.
4. Will my grievance be kept confidential?
Yes. We treat all grievances with strict confidentiality. Your information will only be shared with those directly involved in investigating and resolving the issue. The nature of the grievance and resolution will also be considered as part of our wider tracking and review of such concerns. This may include maintaining data on: status (whether the grievance is under review, active or closed); the date it was filed; who raised this (unless the complaint has been raised anonymously or agreed to be progressed anonymously); the location of the grievance (if this is not sensitive), the nature of the grievance; and its resolution.
This information may also be provided to B Corp/B Lab, as required in line with our B Corp status. Your consent will be sought before sharing information with anyone else. You can read our Privacy and Data Protection Policy Here.
5. How long will it take to resolve my grievance?
We aim to provide a formal response within 45 days of acknowledging your grievance. If more time is needed, we will inform you and provide a revised timeline.
6. Will I be updated during the process?
Yes. We will keep you informed at key stages, including:
7. What happens if I am not satisfied with the outcome?
If you remain dissatisfied, there is no right of appeal.
8. Can I submit a grievance anonymously?
Yes, employees and external stakeholders can submit a grievance anonymously.
We may then need to ask you questions to check whether or not we are able to accept and investigate the concern. We may not be able to do so, for example, if your concern relates to a matter where we are instructed to act by a client on that matter and responding to your grievance will impact our regulatory duties owed to that client.
If you anticipate or are concerned about retaliation due to raising your grievance, please set out from who and in what way, with details of why you are concerned or anticipate this, so this can be considered and appropriate steps taken. This may be by us agreeing at Step 3 above. in communication with you, that your identity will be protected and the grievance will progress on an anonymous basis. Please be aware that any such anonymity (whether from the start of your complaint or agreed later) is subject to us complying with our legal and regulatory requirements.
Please refer to FAQ 4 above for further information about confidentiality which applies to all complaints, whether or not they are progressed anonymously.
9. Is there a cost to raise a grievance?
No. Raising a grievance under this procedure is completely free of charge.
10. I am a client of the firm with a concern about my matter. Should I use this grievance mechanism?
No, please consider the specific complaints process set out here. You can also speak to the legal advisor managing your matter or the Team Leader, whose name is on the letter sent to you when we agreed to act for you.
11. I am an employee or worker within the firm, should I use this grievance mechanism?
No, please refer to the firm’s grievance or whistleblowing policies set out in the Staff Handbook on Scownzone (our intranet). You can also speak to your line manager, Scowner Trustee or the HR Team.