Complaints Policy
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Complaints Handling Policy

Last updated: 1 January 2026

1. Our Commitment

SLK Lawyers Pty Ltd (ABN 86 672 288 461), trading as Sutton Laurence King Lawyers (we, us or our), is committed to providing exceptional legal services. We value feedback from our clients and recognise that effective complaints handling is fundamental to service excellence.

We treat all complaints seriously, fairly and confidentially. Making a complaint will not adversely affect your matter or your relationship with our firm.

2. What You Can Complain About

You may make a complaint about any aspect of our services, including:

  • the quality of legal work or advice;
  • delays or lack of communication;
  • the conduct of a lawyer or staff member;
  • costs or billing issues; and
  • any other aspect of our service.

3. How to Make a Complaint

You can lodge a complaint with us by:

Email:  (please use the subject line “Complaint”)
Post: Complaints Officer, SLK Lawyers Pty Ltd, Level 3/405 Collins Street, Melbourne VIC 3000
Phone: 03 9070 9810

To help us address your complaint promptly, please include:

  • your name and contact information;
  • your matter reference number (if applicable);
  • a description of your complaint; and
  • the outcome you are seeking.

4. Our Process

Acknowledgement: We will acknowledge receipt of your complaint within 2 business days and provide you with a copy of this policy.

Investigation: Your complaint will be reviewed by the partner responsible for your matter and, where appropriate, an independent partner from another practice area. We may contact you to discuss your concerns or request further information.

Response: We aim to provide a substantive written response within 10 business days. If your complaint is complex and requires additional time, we will notify you of the delay and keep you informed of progress.

Resolution: Our written response will address all concerns raised and, where appropriate, propose specific remedial actions.

Internal review: If you are dissatisfied with our response, you may request a review by our Managing Partner by writing to the address above within 10 business days of receiving our response.

5. Costs Disputes

If your complaint relates to our legal costs, you have specific rights under the Legal Profession Uniform Law (Victoria).

You may:

  • request an itemised bill if you have not already received one;
  • request a review of costs by the Victorian Legal Services Commissioner;
  • apply to the Costs Court of the Supreme Court of Victoria or VCAT for a costs assessment.

Strict time limits apply to costs disputes.

6. Victorian Legal Services Commissioner

SLK Lawyers Pty Ltd is an incorporated legal practice regulated by the Victorian Legal Services Board and Commissioner.

If you are not satisfied with our response to your complaint, or if you prefer not to raise the matter with us directly, you may lodge a complaint with the Victorian Legal Services Commissioner:

Website: lsbc.vic.gov.au
Phone: 1300 796 344
Post: Victorian Legal Services Board + Commissioner, GPO Box 492, Melbourne VIC 3001

The Commissioner can assist with complaints about:

  • professional conduct;
  • quality of legal services;
  • overcharging; and
  • other disputes between you and our firm.

7. Confidentiality and Records

All complaints are handled confidentially and in accordance with our Privacy Policy.

We maintain records of all complaints received and their outcomes. These records are used to identify opportunities to improve our services and are retained in accordance with our professional obligations.

8. Policy Review

This policy is reviewed annually by our Managing Partner to ensure it remains effective and compliant with our regulatory obligations.

9. Contact Us

If you have any questions about this policy, please contact us:

SLK Lawyers Pty Ltd
Level 3/405 Collins Street, Melbourne VIC 3000
Phone: 03 9070 9810
Email: