Complaints Procedure

/Complaints Procedure
Complaints Procedure2019-02-12T18:20:22+00:00

Complaints Procedure

Premier Direct Law – Complaints Procedure

This page explains how Premier Direct Law will accept, record, investigate and resolve complaints made about our services.

Standards of Service

Premier Direct Law aims to provide professional, efficient and courteous service to all of our clients. If you feel that we have failed to achieve an acceptable standard of service we want you to tell us so that we can try to resolve any problems. We regard it as an opportunity to monitor and improve our quality of service. We will investigate your concerns objectively and try to generate a positive and speedy solution.

Any expression of dissatisfaction about the service you have received from Premier Direct Law will be considered seriously and we will ensure that we respond promptly to any complaint.

How to make a complaint

Premier Direct Law will always try to provide you with an opportunity to tell us of your concerns and will work with you to try to resolve them.

If you are not satisfied with any aspect of our service you may initially want to discuss this with the adviser dealing with your case, to see if the matter can be resolved quickly.

If you have spoken to your adviser or if you do not wish to discuss your concerns with them, you may wish to make a formal complaint.  You can make your complaint either verbally or in writing to D Richards, who is the Client Care and Complaint Officer at Premier Direct Law.

Our Complaints officer can be contacted at:

Challenge House,

616 Mitcham Road,

Croydon, CR0 3AA

Telephone : 0207 193 0795

What Happens Next

Your complaint will be acknowledged upon receipt within 48 hours.

In most cases we  will endeavor to investigate and provide you with a response to your complaint immediately. If this is not possible we will provide you with a full response within 5 working days of our receipt of your complaint. If we have to change the time-scale for any reason, we will let you know and explain why.

We will keep details of your complaint in a central register. We will also create a separate file or section in your case file in order to record details of the complaint, our investigation and our response to your complaint.


Your complaint will be investigated in the following way:

  1. A response to your complaint will be produced by our complaints officer on behalf of the employee complained about.
  2. The information provided in the complaint will be considered and any other relevant material (such as the contents of your case file).
  3. A written response will then be prepared, which will be sent to you. This response will set out the findings of the complaint investigation as well as any suggestions for resolving the matter.