Client care
We aim to give every client a clear, confidential and high-quality service. If something has not met your expectations, tell us. We will listen, look into it fairly and put things right where we can.
Step 1
Choose whichever way suits you. You can complain in English or Arabic, and you can ask someone to complain on your behalf with your written permission.
Step 2
Every complaint follows the same clear process, so you always know what to expect and when.
Your complaint is logged and passed to the person who will review it.
We confirm in writing that we have received your complaint and explain the next steps.
Your complaint is reviewed by Joseph Al-Bahrawi, or by a senior member of the firm not involved in your matter. We may ask you for more information.
You receive our final written response, explaining our decision and any action we will take.
Complaint form
Step 3
If you are unhappy with our final response, or we have not resolved your complaint within 8 weeks, you can ask an independent body to look at it.
An independent and free service that deals with complaints about legal services.
Our final response will remind you of your right to contact the Legal Ombudsman.
Al-Bahrawi Lawyers is authorised and regulated by the Solicitors Regulation Authority, SRA no. 808975.
If you are concerned about our behaviour, for example dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or another characteristic, you can raise this with the SRA at www.sra.org.uk.
If your complaint is about our bill, you may also have the right to object to it by applying to the court for an assessment under Part III of the Solicitors Act 1974.
FAQ
No. Complaining to us is free, and so is the Legal Ombudsman.
No. Your matter will continue to be handled with the same care and professionalism.
Yes. A family member, friend or adviser can complain on your behalf with your written permission.
Tell us. We can make reasonable adjustments, such as communicating by phone or in Arabic.
Yes. It is handled only by the people who need to review it.
Every complaint helps us improve our service for you and for future clients.
Last updated: November 2026