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    DefamationGuardSolicitors · London

    Complaints Procedure

    Effective date: January 2026

    Our Commitment

    Defamation Guard Law Firm is committed to providing a high-quality legal service. We value feedback from our clients and take all complaints seriously. If something has gone wrong, we want to know about it so that we can put it right and learn from any mistakes.

    How to Make a Complaint

    If you are dissatisfied with any aspect of our service, please contact us in writing:

    • By email: complaints@defamationguardlaw.com
    • By post: Complaints Manager, Defamation Guard Law Firm, 30 St Mary Axe, London EC3A 8BF

    Please include your full name, contact details, file reference (if known), and a clear description of your complaint and the outcome you are seeking.

    Our Internal Complaints Process

    Stage 1 — Acknowledgement

    We will acknowledge your complaint in writing within two business days of receipt. Your complaint will be passed to a senior solicitor who was not involved in the matter you are complaining about.

    Stage 2 — Investigation

    The investigating solicitor will review your file, speak to any member of staff involved, and consider your complaint thoroughly. We may contact you to discuss the matter further or to request additional information.

    Stage 3 — Response

    We aim to provide a full written response within eight weeks of receiving your complaint. Our response will include:

    • A summary of the complaint
    • Our findings from the investigation
    • Any remedial action we propose to take
    • Information about your right to escalate the matter

    Stage 4 — Review

    If you are not satisfied with our response, you may ask for the complaint to be reviewed by the firm's Managing Partner. The Managing Partner will provide a final response within 14 days.

    Escalation to the Legal Ombudsman

    If you are still not satisfied after our internal complaints process has been exhausted, or if we have not resolved your complaint within eight weeks, you may refer the matter to the Legal Ombudsman.

    The Legal Ombudsman investigates complaints about the service provided by regulated legal professionals in England and Wales.

    • Website: www.legalombudsman.org.uk
    • Telephone: 0300 555 0333
    • Email: enquiries@legalombudsman.org.uk
    • Post: Legal Ombudsman, PO Box 6167, Slough SL1 0EH

    You must refer your complaint to the Legal Ombudsman within six months of our final response and within six years of the act or omission about which you are complaining (or within three years of when you should reasonably have known there was cause for complaint).

    Escalation to the Solicitors Regulation Authority

    If your complaint relates to the conduct of a solicitor — for example, dishonesty, discrimination, or a breach of the SRA Standards and Regulations — you may report the matter directly to the Solicitors Regulation Authority (SRA).

    The SRA does not deal with complaints about the quality of service or issues that can be handled by the Legal Ombudsman. It focuses on matters of professional conduct and regulatory compliance.

    Recording and Learning

    We maintain a central record of all complaints received and the outcomes. Complaints data is reviewed regularly by the firm's management to identify trends and improve the quality of our service.

    Contact

    If you have any questions about our complaints procedure, please email complaints@defamationguardlaw.com.