*Typically, customers pay 25% of the amount recovered, although this may be subject to your individual circumstances and the actual amount could be more or less than this. Termination fees may apply in the event that you terminate the agreement with your solicitor, other than during the cancellation period. Please discuss this directly with your solicitor.
Our aim is to handle your complaint fairly, consistently and quickly, in particular ensuring that we understand
the nature of your concerns and the redress you are seeking.
How to contact us:
Digital Direct Solutions Ltd,
311 Clerkenwell Workshops,
27-31 Clerkenwell Close,
London EC1R 0AT
Phone +44 (0) 20 3714 5477 and ask for the Compliance Officer
Acknowledging your complaint:
We will acknowledge your complaint in writing within 24 hours. We will send a summarised response, explaining your options within 5 business days from receipt of your complaint.
Investigating your complaint:
Your complaint will be investigated by the Compliance Officer. We will be as thorough as possible and
aim to resolve your complaint promptly, giving you reasons for our decision. Wherever possible, that person
will not have been directly involved in the matter which is the subject of the complaint, and will have the
authority to settle the complaint.
If we are unable to send you a final response within 4 weeks, we will contact you and explain why. We will
then endeavour to issue our final response within the next 4 weeks.
Informing you of our decision:
We will write to you with a full account of our investigation and our decision.