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Complaints

This complaints procedure applies to complaints about the services, conduct or communications of Dynamic Solicitors.

Any Personal Information collected on this website (the “Site”) is treated with confidence and dealt with in accordance with this Privacy Policy and our Website Terms. We respect your right to privacy and treat our obligations under the Data Protection Act 2018 and General Data Protection Regulation very seriously.

How to make a complaint

  • Email: Send full details of your complaint to m.mussa@dynamicsolicitors.co.uk.
  • Post: Write to Dynamic Solicitors, Unit 17 Bellview Court, 179 Hanworth Road, Hounslow, TW3 3TQ marked for the attention of M. Mussa – Complaints.
  • What to include: Your name, contact details, the matter or file reference (if known), a clear description of the complaint, relevant dates, and copies of any supporting documents.

Acknowledgement and timescales

  • Acknowledgement: We will acknowledge receipt of your complaint within 5 working days.
  • Investigation: We aim to investigate and provide a full response within 20 working days of acknowledgement. If we cannot resolve the complaint within this period we will write to you with an explanation and an expected timescale for resolution.

Investigation and resolution

  • Investigator: Your complaint will be handled by a senior member of staff who was not directly involved in the matter where practicable.
  • Outcome: We will set out the findings, any remedial action we propose, and any offer of redress where appropriate. If we propose changes to our procedures or training as a result of your complaint we will confirm this in our response.

If you remain dissatisfied

  • Internal review: If you are not satisfied with our response you may request an internal review by emailing m.mussa@dynamicsolicitors.co.uk within 14 days of our decision. We will carry out the review and respond within 20 working days.
  • External options: If you remain dissatisfied after our internal review you may refer your complaint to the Solicitors Regulation Authority (SRA) or the Legal Ombudsman, depending on the nature of the complaint and the remedies sought. We will provide details of the appropriate external body and any relevant time limits in our final response.

Confidentiality and data protection

  • Confidential handling: All complaints are handled confidentially and in accordance with our privacy policy and data protection obligations.
  • Record keeping: We will retain records of complaints and outcomes for the purposes of compliance, quality assurance and regulatory obligations.

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