Our Commitment to Quality
At DNZ Consultancy, we are dedicated to delivering exceptional business and legal advisory services to all our clients. We operate with the highest standards of professionalism, integrity, and transparency. However, we recognise that there may be occasions when a client feels that our service has fallen short of their expectations.
If something goes wrong, or if you are dissatisfied with any aspect of our service, we strongly encourage you to inform us immediately. Feedback from our clients is vital to our continuous improvement, and we treat all complaints with the utmost seriousness, confidentiality, and speed.
Scope and Regulatory Framework
DNZ Consultancy operates as an independent legal and business consultancy firm. Our principal consultant, Deniz Isbilen, is a Registered Foreign Lawyer (RFL) individually regulated by the Solicitors Regulation Authority (SRA).
Please note that DNZ Consultancy is not an SRA-authorised law firm and does not provide “reserved legal activities” under the Legal Services Act 2007. Accordingly, complaints regarding our advisory services are handled internally in accordance with this policy.
How to Raise a Complaint
To ensure your concerns are addressed formally and effectively, please submit your complaint in writing to our Principal Consultant.
- By Email: deniz@dnzconsultancy.co.uk
- Subject Line: Formal Complaint – [Your Company Name / Your Name]
To help us investigate the matter thoroughly, please include the following details in your communication:
- Your full name and corporate contact details.
- The specific nature of the complaint (including relevant dates and circumstances).
- The name of the consultant or service involved.
- Copies of any relevant correspondence or documents.
- Your suggested outcome or how you believe the matter can be resolved satisfactorily.
Our Investigation and Resolution Procedure
Once a formal complaint is received, we will follow a structured, three-stage procedure to ensure a fair and objective outcome:
Stage 1: Acknowledgement (Within 5 Working Days)
Within five working days of receiving your written complaint, we will send you an email acknowledging receipt. At this stage, we will confirm that your complaint is being reviewed under this policy and provide you with a reference number for future communication.
Stage 2: Internal Investigation (Within 14 Working Days)
DNZ Consultancy will conduct a thorough and objective review of the matter file and all relevant documentation connected to the complaint. The investigation will examine the specific advice provided and the administrative steps taken during the instruction. If necessary, the firm will contact the client during this period to request further clarification, specific evidence, or additional details to ensure a comprehensive assessment.
Stage 3: Formal Response and Resolution (Within 21 Working Days)
Within 21 working days of the acknowledgement email, DNZ Consultancy will issue a formal, comprehensive written response. This response will detail:
- The definitive findings of the investigation.
- The firm’s formal position concerning the issues raised.
- Any proposed remedies or corrective actions deemed appropriate to resolve the matter effectively (including, where justified, a formal service review or an appropriate adjustment of fees).
Continuous Improvement
We record and monitor all complaints internally to identify trends, improve our operational frameworks, and ensure that our training programs adapt to prevent similar issues from arising in the future. We value our relationship with our clients and view this procedure as a mechanism to strengthen our commitment to excellence.