Complaints Policy
We value your feedback and are committed to providing the highest standard of legal service. If you are unhappy with any aspect of our service, we encourage you to let us know so we can resolve your concerns fairly and promptly.
Our Commitment
AWS Solicitors take client care very seriously. We believe we are an approachable firm and welcome any kind of feedback to ensure that our services are provided at the best possible level to all of our clients.
Client Satisfaction
We are committed to delivering exceptional legal services.
Fair Resolution
Every complaint is handled professionally and impartially.
Open Communication
We encourage honest feedback to improve our services.
Prompt Response
We aim to resolve concerns as quickly as possible.
How to Raise a Complaint
If you have any concerns regarding our service, we recommend speaking with your case handler first. From our experience, most concerns can be resolved quickly through open communication — by telephone, email, or in writing.
- Speak to Your Case Handler
- Contact your case handler by phone, email, or in writing. Most concerns can often be resolved within a short span of time.
- Escalate to a Partner
- If your concern isn't resolved, or you prefer to speak to someone other than your case handler, contact one of our Partners on 020 3375 4271. They will be more than happy to help resolve any concerns.
- Fair Investigation
- We will investigate your complaint fairly and keep you informed throughout the process.
- Written Response
- We will provide a written response and work towards a satisfactory resolution.
Our Client Care Standards
We operate a system throughout our office of insisting our staff meet certain standards of client care. These standards include:
- Copies of all substantive correspondence are provided to clients.
- Telephone calls from clients are returned as soon as possible — during the same day where we can.
- Emails, letters and correspondence of any sort are dealt with promptly.
- Letters to clients or other solicitors are written in plain, succinct English.
- Appointments are arranged for clients without any undue delay.
Need Further Assistance?
Contact Our Client Care Team
This firm is committed to high quality legal advice and client care. If you remain dissatisfied with any aspect of the service you have received, please contact one of the Partners or the firm’s Client Care Officer:
Babar Akram — Client Care Officer
📍 AWS Solicitors, 44 Broadway, Stratford, London E15 1XH
(post to be addressed directly to the Partners)
Download Full Complaints Policy
Complaints Policy Document
For complete details about our complaints procedure, please download the full policy document.