Complaints Procedure
Last updated: 4 January 2026
About This Procedure
PoliceStationRepUK is operated by Defence Legal Services Ltd. This procedure covers complaints about:
- •The directory website and platform
- •Inaccurate information in listings
- •Data protection concerns
- •Customer service or support
Important:
This procedure does not cover complaints about the conduct or service quality of individual representatives. If you have a complaint about a representative's professional conduct, you should contact their supervising firm or the Solicitors Regulation Authority (SRA).
How to Make a Complaint
To make a complaint about the directory service, please contact us:
- Email: robertcashman@defencelegalservices.co.uk
- Phone: 07535 494446
Please include:
- •Your name and contact details
- •Description of the complaint
- •What you would like us to do to resolve it
- •Any relevant screenshots or evidence
Our Response Process
Acknowledgement (within 2 working days)
We will acknowledge receipt of your complaint and assign it a reference number.
Investigation (within 7 working days)
We will investigate your complaint and gather relevant information.
Resolution (within 14 working days)
We will provide a full response explaining our findings and any action we will take.
Urgent complaints: If your complaint concerns data protection or inaccurate information that could cause harm, please mark it as “URGENT” and we will prioritize it.
Specific Complaint Types
Inaccurate Representative Information
If a representative's profile contains inaccurate information (e.g., wrong phone number, closed firm, false accreditation claims), we will:
- ✓Contact the representative to verify details
- ✓Temporarily suspend the profile if we cannot reach them
- ✓Remove the profile if information cannot be verified
Data Protection Complaints
If your complaint relates to how we handle personal data, you also have the right to lodge a complaint with the Information Commissioner's Office (ICO): ico.org.uk/make-a-complaint
Professional Conduct Complaints
If you have concerns about a representative's professional conduct or service quality, this should be directed to:
- •Their supervising solicitor firm (if instructed through a firm)
- •The Solicitors Regulation Authority (SRA) if they are a solicitor
- •The firm who instructed them (not the directory)
PoliceStationRepUK does not regulate representatives and is not responsible for their conduct.
Make a Complaint
Contact Defence Legal Services Ltd to submit your complaint.