Complaints Procedure

At Adhiambo Owino & Associates Advocates, we are committed to providing exceptional legal services. We understand that sometimes, concerns may arise. Our Complaints Procedure ensures your feedback is heard and addressed professionally and efficiently.

We value your trust and are dedicated to upholding the highest standards of professionalism and ethical practice. If you have a complaint, please be assured that it will be handled with the utmost seriousness and confidentiality.

How to Submit a Complaint

To initiate the complaints process, please submit your concerns in writing. This allows us to fully understand the details of your issue and investigate thoroughly. You can send your complaint via email to legal@aoadvocates.co.ke or by post to our office at The Oasis, Lenana Road, Nairobi, Kenya. Please include your contact information, a clear description of your complaint, and any relevant supporting documents.

• Written Submission: Essential for detailed review.
• Clear Description: Helps us understand your concerns accurately.
• Supporting Documents: Aids in a comprehensive investigation.

What Happens After You Submit a Complaint?

Once we receive your complaint, we will acknowledge it within three (3) working days. Our team will then conduct a thorough investigation, which may involve reviewing case files and speaking with relevant personnel. We strive to resolve complaints promptly and fairly.

Our Investigation Process

Our internal review process is designed to be objective and impartial. We will assess the facts presented and determine the appropriate course of action. This ensures that all complaints are handled consistently and according to our firm’s policies.

Complaints Resolution in Kenya

As a law firm operating in Kenya, we adhere to local legal and professional standards. Our commitment is to provide a transparent and accessible complaints resolution mechanism for all our clients across East Africa. We aim for amicable resolutions whenever possible.

Timely Resolution

We aim to provide a substantive response to your complaint within twenty-one (21) days of acknowledgement. If further investigation is required, we will inform you of the revised timeline.