Complaints Procedure


AZAM & CO SOLICITORS – Complaints Procedure


We try to provide the best possible service to our clients, and to do this, we need to know from you if you feel dissatisfied. However, if at any point you become unhappy or concerned about the service we provide, then you should inform us immediately so that we can do our best to resolve the problem. Please note that making a complaint will not affect how we handle your case. We are committed to high-quality legal advice and client care.


If you are unhappy about any aspect of our service or the bill, we want to know about it and put things right, so please contact the person dealing with your case initially. If you would prefer not to do this or that is not successful, please contact Mr Bruce Kuku, who is the supervisor in the criminal department. If you are still dissatisfied, you may take up the matter with Mr Shafiul Azam, who is the principal of the firm.


Please let us know if you have any special needs in relation to language or arising from a disability (e.g. large print). All solicitors must attempt to resolve problems that may arise with their services. It is, therefore, important that you immediately raise any concerns which you may have with us. We value you as a client and would not wish to think that you have any reason to be unhappy with us. We have eight weeks to consider a complaint. If we have not resolved it within that time, you may complain to the Legal Ombudsman. If you are not satisfied with the way we handled your complaint, you can ask the Legal Ombudsman to consider it.


The Solicitors Regulation Authority can help you if you are concerned about our behaviour.  You can raise your concerns with the Solicitors Regulation Authority. You can contact them on 0370 606 2555.


What to do if we cannot resolve your complaint:

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently, and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you may take your complaint to the Legal Ombudsman:

  • you will need to bring a complaint to the Legal Ombudsman within either one year of the act or omission about which you are complaining or one year from when you should reasonably have known there was a cause for complaint; and
  • must be within six months of receiving a final written response from us.


The Legal Ombudsman’s contact details are as follows:


Call 0300 555 0333 between 9 am and 5 pm.

Email: [email protected].

Postal address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

The Legal Ombudsman asks that you do not send originals as they scan any documents they receive and then destroy what has been sent.

If you would like more information about the Legal Ombudsman, please contact them.