What to do if you have a complaint

Keystone Law is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need to address the problem and your concerns.

In the first instance it may be helpful to contact the member(s) of the firm acting for you. Naturally they will do their best to resolve any issues.

If you wish to make a formal complaint, then you may do so in accordance with our Complaints Policy. Making a complaint will not affect our instructions and the services we provide to you.

This firm and all the lawyers in it are regulated by the ADGM Registration Authority and we comply with the ADGM Code of Conduct. If your concern relates to compliance with the Code of Conduct, then you can still ask us to address this directly or through our Complaints Policy. In the alternative, you are entitled to raise your concerns with the ADGM Registration Authority directly.

What do to if we cannot resolve your complaint

We will deal with your complaint in accordance with our Complaints Policy. Usually this will involve seeking to resolve the matter with you commercially or our investigating your complaint and our issuing you with our findings in the form of a complaint determination email. Our complaint determination letter will contain the results of our investigation and explain what further steps you can take. If we do not do this, or if we do but not to your satisfaction, then you may approach the ADGM Registration Authority within six months of receiving our complaint determination email, or if we fail to respond to you, within eight weeks of our receipt of your complaint. 

Before accepting a complaint for investigation, the ADGM Registration Authority will check that you are eligible to make use of its services, that you have tried to resolve your complaint with us first.