Our customer charter

We are committed to giving each of our clients the exceptional service and support they deserve. 

Our customer charter outlines the high standards of care that all of our clients can expect to receive when choosing AWH Solicitors.

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Our vision

We are a law firm committed to providing excellent guidance and support to those who need our help. Our vision is to provide clients with the expert legal advice they require in an efficient and timely manner, and at a competitive price.

We make sure we get to know all our clients, and their situations, so we can offer the tailored support they need and deserve. Our solicitors will handle each case with the same care and sympathy as if they were representing themselves.

Excellence at every step: our promise to you

We take customer care very seriously, which is why we will help each of clients in a friendly and sympathetic manner.

All our departments are staffed by highly qualified and exceptional legal specialists. This ensures that we can always offer the best possible guidance for your case. Our solicitors, litigators and support staff understand their area of expertise inside out. Each of them is on hand to offer you the advice you need, when you need it.

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Outstanding care you can rely on

Our reputation is built on the exceptional level of client care we deliver. Every case is handled with the greatest respect and many of our clients have recommended us after building an invaluable relationship with our solicitors.

Advice that’s tailored to you

We make sure everyone at our law firm takes the time to listen to you before offering guidance and legal assistance. Whatever your current situation, you can be sure that you’re getting expert advice that is carefully tailored to you.

There are no ‘one-size-fits-all’ solutions in any area of law. Every case requires a tailored approach. As our client you will work with a solicitor who understands this.

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Total transparency

Total transparency in our fees and processes is especially important to us. We will ensure that you know exactly what you are paying for, and will keep you updated throughout each step of your case.

By keeping you informed and involved we can help you stay in control throughout the process as you take back control over your life.

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Complaints and solutions

We are committed to providing a high-quality legal service to all our clients and when something does go wrong, we want to know. Our aim is that every complaint will improve our standard of service and reduce the risk of it happening again.

The best way for us to handle your complaint is if you submit the full details in writing.

Complaints about general issues

If your complaint is about general issues such as payments or client care, please email us on complaints@awhsolicitors.co.uk.

We will process your complaint and send you our reply by mail within two business days.

Serious complaints

If you have a more serious complaint we will follow our formal complaints procedure. This allows us to assess and investigate your complaint in more detail. All serious complaints should be referred to our Client Care Partner, Abdul W Hussain, who is in charge of the complaints process.

You can send your complaint in writing to him at:

Abdul W Hussain

Universal Square, 5

Devonshire St North

Manchester, M12 6JH

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Our formal complaints process

Once we receive your written complaint, we will send you a letter acknowledging it within three days.

Sometimes it is appropriate to meet and discuss the complaint further. If so we are generally in a position to do this within two weeks of receiving your original complaint.

After any meeting our Client Care Partner will write to you within three days to confirm what took place and what details have been discussed and agreed.

If you still feel unsatisfied by the outcome of the process after your meeting, there are further review processes that can be followed.

Our review process

If you wish to begin the review process, we promise to review the decision made within ten days. This review will either be carried out by the Client Care Partner, someone from within the organisation who is not yet involved in the matter, or another partner of the law firm.

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How we learn from your feedback

We can’t turn back time, but with our dedication to high standards in our legal assistance, we promise to learn from all feedback and complaints. We will use the insights you give us to improve how we work.

We do believe that for every problem there is a solution, so if you ever feel like you’ve not received the dedicated care and expertise promised to you, please get in touch.

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