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COMPAINTS HANDLING PROCEDURE

1. OUR COMMITMENT
 

At Support Legal, we are committed to delivering the highest standard of legal services. If you're dissatisfied with any aspect of our service, we encourage you to let us know. We treat all complaints seriously and aim to resolve them promptly, fairly, and constructively.


2. HOW TO RAISE A CONCERN


If you have any concerns or queries about our service—including billing—please raise them with the lawyer handling your matter in the first instance. Most issues can be resolved quickly at this stage.


3. ESCALATION PROCESS


Step 1: Contact the Supervising Principal


If different from the person handling your matter, you may escalate the issue to the Principal responsible for overseeing your matter. They will review the issue independently and seek to resolve it promptly.


Step 2: Formal Complaint to the Managing Principal


If the issue remains unresolved, you may submit a formal complaint to our Managing Principal. Please include:

  • Your full name and contact details

  • A clear description of your complaint

  • Any relevant supporting documents

 

Submit via:


Email: jamie.tredgold@supportlegal.com
Mail: Support Legal, Office 903, Innovation One, DIFC, Dubai, UAE, PO Box 506832

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4. WHAT YOU CAN EXPECT
 

  • Acknowledgment: We will acknowledge your complaint within 3 working days.
     

  • Investigation: A senior team member will review your file and consult relevant staff.
     

  • Response: We aim to respond in writing within 28 days. If more time is needed, we’ll inform you.
     

  • Review: If you're still dissatisfied, you may request a further review. A response will be provided within 14 days.


5. EXTERNAL RESCOURCES
 

If, after following our complaints process, you remain dissatisfied with the outcome, you may refer your complaint to the appropriate regulatory authority, depending on the Support Legal entity handling your matter:
 


Professional conduct matters – DIFC entity only
For complaints concerning alleged professional misconduct by a legal practitioner in Dubai, you may contact the Dubai Legal Affairs Department (DLAD):

Complaint Portal: https://legal.dubai.gov.ae/
Email: professional.conduct@legal.dubai.gov.ae
Tel: +971 4 353 3337
 

6. WHAT WILL IT COST?


We do not charge for addressing complaints.
 

If a bill has been issued and remains unpaid, interest may be charged in accordance with our engagement terms.


7. CONFIDENTIALITY


All complaints are handled with strict confidentiality. Your personal data will be protected in accordance with applicable data protection laws.


8. LEARNING AND IMPROVEMENT


We value feedback and use complaints as opportunities to improve our services. Lessons learned are reviewed by our leadership team and implemented where appropriate.


 

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