Full Complaints Policy
At AWS Solicitors, we take client care seriously and are committed to delivering the highest standard of legal services. We value all feedback and welcome any comments or concerns that help us improve our service. Our aim is to ensure every client receives professional, approachable, and effective legal support.
Resolving Concerns Informally
In many cases, concerns can be resolved quickly by speaking directly with the solicitor or case handler managing your matter. We encourage you to contact them by telephone, email, or in writing if you have any questions or informal complaints. We will always do our best to resolve issues promptly and ensure you are satisfied with the service you receive.
If you would prefer to discuss your concern with someone else, you may contact one of our Partners on 020 3375 4271, who will be happy to assist and help resolve your complaint.
Our Client Care Standards
We are committed to maintaining the highest standards of client care. Our service 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.
How to Make a Complaint
If you are unhappy with any aspect of the service you have received, please contact one of our Partners or our Client Care Officer, Babar Akram.
Contact Details
Babar Akram — Client Care Officer
📍 AWS Solicitors, 44 Broadway, Stratford, London E15 1XH
(post to be addressed directly to the Partners)
What Happens Next?
Our complaints process includes the following steps:
- Investigation
- Your complaint will be referred to our Client Care Officer, Mr Babar Akram, who will investigate the matter and discuss it with the member of staff handling your case. If necessary, we may ask you for additional information or supporting documents to help us fully understand your concerns.
- Written Response (within 21 days)
- Within 21 days of acknowledging your complaint, we will provide you with a detailed written response. This may include our findings together with any proposed resolution.
- If More Time Is Needed
- If additional time is required to complete our investigation, we will inform you of the reason for the delay and provide an updated timescale.
- Requesting a Review
- If you are dissatisfied with our response, you may request that the matter be reviewed by one of our Partners. We ask that you explain which parts of our response you disagree with and provide any additional comments or supporting documents you would like us to consider.
- Final Review (within 21 days)
If You Remain Dissatisfied
Legal Ombudsman
If you remain dissatisfied after we have completed our complaints procedure, you may refer your complaint to the Legal Ombudsman.
📍 PO Box 15870, Tamworth, B77 9LE
Please note that complaints should normally be referred to the Legal Ombudsman within one year of the act or omission being complained about, or within one year of when you became aware (or should reasonably have become aware) that there was a cause for complaint.
Solicitors Regulation Authority (SRA)
The Solicitors Regulation Authority investigates concerns relating to the professional conduct and behaviour of solicitors.
📍 199 Wharfside Street, Birmingham, B1 1RN
✉ contactcentre@sra.org.uk (Contact Centre)
For further guidance on making a complaint about our professional conduct, please visit the SRA website.