Complaints Procedure
We treat complaints as data, not as defeats.
At DCC TAX & LEGAL we are committed to providing a high-quality legal service to all our clients. If at any stage you are dissatisfied with our work, our service or our fees, we want to hear from you. A complaint, taken seriously and handled well, helps us to improve.
How to raise a complaint with us
Please contact us first. We will treat your communication confidentially and review it without delay.
- Email: clerk@dcctaxlegal.es
- Correspondence address: DCC TAX & LEGAL, Calle Alcalá 544, Pta. Izq., 28014 Madrid
- Telephone: +34 910 800 884
Where possible, please include your matter reference, the names of the lawyers involved, a brief description of what has happened and what you would like us to do to put things right.
How we will handle your complaint
We will acknowledge your complaint in writing within five working days of receipt. We will then investigate the matter with the responsible lawyer and any other relevant team members.
We aim to issue a substantive written response within 30 calendar days of acknowledgement. Where the matter is complex or further information is required, we will write to you and confirm a revised timeframe.
Your complaint, our investigation and our response are recorded internally and reviewed by the partner responsible for compliance.
If you remain dissatisfied
If, after our internal review, you remain dissatisfied with our response, you may escalate the matter to the Madrid Bar Association (Ilustre Colegio de la Abogacía de Madrid, ICAM), which is our regulatory body. ICAM is the only regulator with jurisdiction over the professional conduct of the lawyers of DCC TAX & LEGAL.
- Ilustre Colegio de la Abogacía de Madrid (ICAM)
- Comisión de Deontología
- C/ Serrano 11, planta baja, 28001 Madrid, Spain
- Email: deontologia@icam.es
- Website: www.icam.es
- Procedure: web.icam.es/en/the-public/complaint-procedures/
Applicable professional rules
The professional conduct of Spanish lawyers (abogados) is governed by:
- Estatuto General de la Abogacía Española, approved by Real Decreto 135/2021 of 2 March
- Código Deontológico de la Abogacía Española
- Estatutos del Ilustre Colegio de la Abogacía de Madrid (ICAM)
- Code of Conduct for European Lawyers (CCBE)
Disciplinary responsibility is regulated by the Estatuto General de la Abogacía Española and the corresponding provisions of the ICAM Statute.
Online Dispute Resolution
Consumers resident in the European Union may use the European Commission’s Online Dispute Resolution platform, established under Regulation (EU) No 524/2013, at ec.europa.eu/consumers/odr.
Confidentiality and record keeping
All documents and communications relating to your complaint are treated as confidential, save where disclosure is required to investigate and resolve the matter or to comply with our professional, regulatory or legal obligations. A record of each complaint, the steps taken and the outcome is retained for internal review and to inform improvements to our service.
