NOURAALMAAZMI

Standards · complaints procedure

Complaints procedure

We are committed to providing a high standard of service to every client. If something has not gone as it should, we want to hear from you and put it right.

Last updated: 1 May 2026

1. Informal resolution — talk to us first

Most concerns are resolved fastest by talking to the partner responsible for your matter. Call them directly, or email them at the address shown in your engagement letter. We will respond within two business days.

2. Formal complaint — Managing Partner

If informal resolution does not work, or if you would prefer to escalate immediately, please write to the Managing Partner:

Noura Almaazmi — Managing Partner
Noura Almaazmi Advocates & Legal Consultancy
1702, Anantara Downtown Dubai, Business Bay, P.O. Box 414224, Dubai, UAE
Email: complaints@almaazmilawyers.com
Phone: +971 4 241 3555

3. What to include

  • Your name and contact details, and your matter or invoice reference if relevant.
  • A clear description of what happened and when.
  • The outcome you are seeking.
  • Any supporting documents.

4. How we will handle your complaint

  1. Acknowledgement (within 2 business days): we confirm we have received your complaint and outline next steps.
  2. Investigation (within 14 business days): the Managing Partner (or her nominated delegate, where there is a conflict) reviews the matter, the file, and any internal records. Where appropriate, we will speak with the partner who handled the matter and any witnesses.
  3. Written response (within 30 days): we send a written response setting out our findings, what (if anything) went wrong, and what we propose to do about it. If 30 days is not enough for a complete response, we will explain why and give a revised timeframe.

5. Independent escalation — Dubai Legal Affairs Department

If you remain dissatisfied with our response, you may escalate the matter to the Dubai Legal Affairs Department (DLAD), which regulates legal consultancies in the Emirate of Dubai. DLAD's complaints process is independent of the firm.

For matters before the federal courts or matters relating to UAE-licensed advocates, you may also raise the matter with the relevant federal regulatory authority.

6. Confidentiality

All complaints are treated as confidential and are processed in accordance with our Privacy Policy. We will only share information about your complaint with people who need it to resolve the matter.

7. No detriment

We do not retaliate against any client for raising a complaint. Complaints are treated as a learning opportunity for the firm.

This page is provided for information only. It does not create a solicitor–client relationship. For matter-specific advice, please speak to us.