Complaints procedure

Complaints procedure

We aim to please - but we know that sometimes things go wrong. If you have a problem or complaint we want to know. Most problems can be dealt with by sending an email to support@mylawyer.co.uk. We will endeavour to investigate your complaint and respond to you as quickly as possible. We undertake to either deal with your complaint, or acknowledge its receipt and confirm the timescale for a full response, within three working days of receipt.

If you are not satisfied with the response to your complaint, you may send a further email for the attention of the Chief Executive Officer to support@mylawyer.co.uk or write to the Chief Executive Officer, Epoq Legal Ltd, Unit 2, Imperial Place, Maxwell Road, Borehamwood, Herts, WD6 1JN, giving the reasons for your continued dissatisfaction. We will acknowledge receipt of your further email or letter within three working days of its receipt and will again confirm the timescale for a full response. A separate and thorough review of your complaint will be conducted and a full response sent directly to you.

For complaints made after 1 February 2019:

If we fail to respond to your complaint within eight weeks or if at the conclusion of our complaints process we are unable to resolve matters to your satisfaction you may have a right to make a complaint to the Legal Ombudsman. If you wish to do so, you must contact the Legal Ombudsman within six months of our final response or, if we haven't responded within 8 weeks, within 6 months of your last contact with us. Additionally, you must raise your complaint with the Legal Ombudsman within 6 years of the relevant act or omission or, if the act or omission took place more than 6 years ago, 3 years from when you should reasonably have known there was a cause for complaint.

You can contact the Legal Ombudsman as below:

Postal address:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Website:
http://www.legalombudsman.org.uk

Telephone:
0300 555 0333

Email:
enquiries@legalombudsman.org.uk

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This website is operated by Epoq Legal Ltd, company number 3707955, whose registered office is at 2 Imperial Place, Maxwell Road, Borehamwood, Hertfordshire, WD6 1JN. Epoq Legal Ltd will be authorised and regulated by the Solicitors Regulation Authority from 15 January 2019 (SRA number 645296).