Complaints Procedure
Last update: August 2026
Our Commitment to Client Care
At AM International Solicitors, we are committed to providing high-quality legal advice and maintaining the highest standards of client care, professionalism and service.
We understand that, on occasion, clients may have concerns about the service provided or the handling of their matter. We take all complaints seriously and aim to resolve any concerns promptly, fairly and effectively.
How to Raise a Complaint
If you are unhappy with any aspect of our service, including the advice provided, communication, handling of your matter or your legal fees, please contact us so that we can investigate and seek to resolve the issue.
In the first instance, we encourage you to discuss your concerns with the solicitor responsible for your matter or their supervisor. They will review your concerns and attempt to resolve the issue as quickly as possible.
If your concern cannot be resolved informally, or you prefer to make a formal complaint, please contact:
Anna Matelska Director and Client Care Officer AM International Solicitors
Email: anna@amisolicitors.co.uk
You may submit your complaint by email or in writing by post to:
AM International Solicitors Central Court 25 Southampton Buildings London WC2A 1AL England
To help us investigate your complaint effectively, please provide:
- your full name and contact details;
- details of your legal matter;
- the nature of your concerns;
- relevant dates and correspondence; and
- the outcome you would like us to consider.
Your complaint will be acknowledged and investigated carefully, objectively and confidentially.
You may request a copy of our full Complaints Procedure at any time.
Our Complaints Process
Once we receive your complaint, we will:
- acknowledge receipt of your complaint;
- review the relevant file, correspondence and circumstances;
- investigate the issues raised;
- contact you if any further information is required; and
- provide a written response explaining our findings and any proposed resolution.
We aim to resolve complaints as quickly as possible while ensuring that they are properly considered and investigated.
Complaints About Legal Fees
If your complaint relates to your legal fees, please contact us so that we can review the charges and explain the basis of our billing.
You may also have the right to:
- make a complaint to the Legal Ombudsman; and/or
- apply to the court for an assessment of your bill under Part III of the Solicitors Act 1974.
If you have already applied to the court for an assessment of your bill, the Legal Ombudsman may not be able to consider your complaint.
Where appropriate, we will provide a clear explanation of the work undertaken, costs incurred and any relevant billing information.
Legal Ombudsman
If we are unable to resolve your complaint, or you remain dissatisfied after completing our complaints process, you may be entitled to refer your complaint to the Legal Ombudsman.
Before contacting the Legal Ombudsman, you must usually allow us up to 8 weeks to investigate and respond to your complaint.
The Legal Ombudsman generally requires complaints to be made:
- within 6 months of receiving our final written response to your complaint; and
- within one year of the act or omission being complained about, or within one year from when you should reasonably have become aware of the issue.
Contact details:
Legal Ombudsman PO Box 6167 Slough SL1 0EH
Telephone: 0300 555 0333 (8.30am – 5.30pm)
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Please note that the Legal Ombudsman scheme generally applies to individuals and certain small businesses that meet the eligibility criteria.
Alternative Dispute Resolution
Alternative complaints bodies, including mediation services, may be available.
However, AM International Solicitors considers the Legal Ombudsman to be the appropriate complaints body for legal service complaints and does not currently agree to use alternative complaint schemes unless separately agreed with the client.
Solicitors Regulation Authority (SRA)
AM International Solicitors is regulated by the Solicitors Regulation Authority (SRA).
The SRA deals with concerns relating to professional conduct and regulatory breaches. You may contact the SRA if you have concerns about matters such as:
- dishonesty;
- misuse of client money;
- serious breaches of professional obligations;
- conduct issues involving discrimination or unfair treatment; or
- other matters falling within the SRA’s regulatory responsibilities.
The SRA does not usually deal with complaints about service quality or legal fees unless there are regulatory concerns.
Contact details:
Solicitors Regulation Authority The Cube 199 Wharfside Street Birmingham B1 1RN
Telephone: 0370 606 2555
Email: contactcentre@sra.org.uk
Website: www.sra.org.uk
Professional Standards
AM International Solicitors is committed to maintaining high professional standards through effective client care procedures, regulatory compliance and continuous improvement.
We welcome feedback from clients as it helps us improve the quality and delivery of our legal services.