Complaints
We want to hear when something isn’t right. Here is how to tell us, what we’ll do, and where to go if you’re still unhappy.
Our commitment
If you’re unhappy with our service or our bill, please tell the person handling your matter first. Most concerns are put right in a phone call.
If that doesn’t resolve it, or you’d rather not raise it with them, contact Eleanor Hale, Managing Partner, at Level 4, Gate Village 5, DIFC, Dubai, by email at complaints@halemorrow.ae or on +971 4 555 0383. Making a complaint will never affect how we handle your matter, and it costs you nothing.
What happens next
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Within 3 working days
We acknowledge your complaint in writing and tell you who is looking into it.
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Within 4 weeks
A partner not involved in your matter reviews the file and, if helpful, meets you.
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Within 8 weeks
You receive our final written response, explaining what we found and what we’ll do.
If you’re still unhappy
If you’re not satisfied with our final response, or we haven’t resolved your complaint within eight weeks, you can take it further. There is no legal ombudsman in the UAE, so the route depends on what the complaint is about.
For a complaint about the conduct of one of our lawyers who appears before the DIFC Courts, you can write to the DIFC Courts Registry, which keeps the Register of Legal Practitioners and enforces the Courts’ Mandatory Code of Conduct.
For a disagreement about our bill, you can bring a claim in the DIFC Courts. Most fee disputes are small enough for the Small Claims Tribunal, which is quick and low-cost, and you can represent yourself there.
Concerns about conduct
If you’re worried about a lawyer’s behaviour, such as dishonesty, taking unfair advantage of you or discrimination, tell Eleanor Hale straight away. You can also raise it directly with the DIFC Courts Registry. Details of our registration are on our regulatory information page.
Complaints questions
Can I complain about my bill?
Yes, through this process. If we can’t agree, the DIFC Courts can decide a fee dispute; your engagement letter explains how.
Will my matter be delayed?
No. Your file keeps moving while the complaint is reviewed, unless you ask us to pause.
Raise a concern
Email complaints@halemorrow.ae or call Eleanor Hale on +971 4 555 0383.