Complaints Policy
Last updated: November 17, 2025
Our Commitment to Service Excellence
Police Station Agent, operated by Defence Legal Services Ltd, is committed to providing high-quality legal representation and service to all clients.
We aim to:
- Provide expert police station representation
- Respond promptly to client enquiries and concerns
- Operate with transparency and integrity
- Continuously improve our services based on feedback
If something goes wrong, we want to know immediately so we can investigate and put it right.
Anyone who uses our services can make a complaint, including:
- Clients receiving police station representation
- Criminal defence solicitors and law firms using our agency services
- Members of the public seeking information
- Website visitors
Complaints may relate to any aspect of our service delivery, professional conduct, or website functionality.
- • Poor customer service or delayed responses
- • Quality of legal representation
- • Concerns about data privacy or confidentiality
- • Billing or payment issues
- • Website accessibility issues
- • Professional conduct concerns
We cannot investigate complaints about:
- • Police conduct or procedures (contact IOPC)
- • Court decisions or judicial processes
- • Other solicitors' services (contact SRA/Legal Ombudsman)
- • Third-party websites or services
Email (Preferred Method)
Send a detailed email to: robertcashman@defencelegalservices.co.uk
Please include:
- Your name and contact details
- Date and nature of the issue
- What went wrong and how it affected you
- Any reference numbers or case details
- What outcome you are seeking
- Any previous communication about this matter
Postal Complaints
Complaints Department
Defence Legal Services Ltd
Greenacre, London Road
West Kingsdown, Sevenoaks
Kent, TN15 6ER
United Kingdom
Phone: 01732 247427
SMS/Text (Urgent Issues Only)
For urgent service disruption only: 07535 494446
Within 2 working days
You'll receive a reference number
Thorough review of all aspects
May contact you for more info
Within 14 working days
Findings and decision explained
Corrective action taken
Remedies offered where upheld
Response Timeframes
- • Acknowledgement: 2 working days
- • Initial response: 14 working days
- • Complex cases: 30 working days (we'll keep you updated)
- • Target resolution: 30 days from receipt
Internal Escalation
If you are not satisfied with our initial response, request escalation to senior management:
- Email: robertcashman@defencelegalservices.co.uk
- Mark subject as "ESCALATED COMPLAINT"
- Include your original complaint reference number
We will review the matter afresh and respond within 14 working days.
Legal Ombudsman
If your complaint relates to legal services and you remain dissatisfied after our internal process:
Legal Ombudsman
Website: www.legalombudsman.org.uk
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
You must normally refer your complaint to the Legal Ombudsman within 6 months of our final response.
Data Protection Issues - ICO
If your complaint relates to how we handle your personal data:
Information Commissioner's Office (ICO)
Website: ico.org.uk/make-a-complaint
Helpline: 0303 123 1113
Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Need to Make a Complaint?
We take all complaints seriously and aim to resolve them promptly and fairly.
Learning From Complaints
We treat complaints as valuable feedback for service improvement. We maintain records of all complaints and their resolutions, regularly review complaint trends to identify systemic issues, and update policies, procedures, and training based on lessons learned.