Complaints Policy – Alaa Al Jasmi Law Firm
We are committed to the highest standards of legal service. If you are dissatisfied with our services, we want to know and strive to resolve the issue.
1. Scope of Policy
This policy applies to all complaints related to our legal services, including:
- Quality of legal service provided
- Conduct of our team members
- Fees and costs
- Response speed
- Information confidentiality
2. How to Submit a Complaint
You can submit a complaint via:
- Email: info@ajmanlawyer.ae with “Complaint” in the subject
- Contact Form: via our Contact Us page
- Hotline: Available during working hours
3. Required Information
To process your complaint efficiently, please include:
- Your name and contact details
- Clear description of the problem
- Relevant dates
- Any supporting documents
- Desired outcome
4. Complaint Handling Process
We commit to:
- Acknowledgment: We will acknowledge receipt within 2 business days
- Investigation: We will investigate within 10 business days
- Response: We will provide a written response within 15 days of receipt
- Resolution: We will propose an appropriate solution or escalation steps
5. Confidentiality
All complaints are treated with complete confidentiality. Your complaint information will not be shared with any external party without your consent.
6. Escalation
If you are not satisfied with the initial response, you can request escalation to the office manager. If no resolution is reached, you may approach:
- Ajman Lawyers Association
- UAE Ministry of Justice
7. Record and Improvement
We maintain a record of all complaints for analysis and continuous service improvement. Our goal is to reduce complaints and increase client satisfaction.