Complaints Procedure

Terms and Conditions

This Complaints Procedure Notice forms part of the terms and conditions ('the Conditions') that govern your access and use of the Composite Legal Documents Website ('Website') or any part thereof or any services offered thereon ('User Services'). This notice forms a contract between you and Epoq Legal Ltd. COMPOSITE LEGAL is not a party to this contract. Any arrangements between you and COMPOSITE LEGAL in relation to complaints shall be set out in your policy documentation. It is important that you read and understand the Conditions before you start to use this Website. By accessing this Website, you acknowledge that you have read, understood and confirmed your acceptance of all the parts, as listed at the bottom of this Website, which collectively make up the Conditions. You may print and keep a copy of the Conditions for your reference. If you do not agree with all parts of the Conditions then you are not authorised to use this Website.

Service providers

The User Services, other than the document reviews carried out under the Solicitor Managed Service are provided by Epoq Legal Ltd, a company registered in England and Wales under company number 3707955, and whose registered office is at Unit 2, Imperial Place, Maxwell Road, Borehamwood, Herts, WD6 1JN ('ELL'), as appointed by Composite Legal Expenses Ltd (registered number 3248183) with registered office at Suffolk House, Trade Street, Cardiff, CF10 5DT ('COMPOSITE LEGAL').

Document reviews carried out under the Solicitor Managed Service are performed by MyLawyer Solicitors LLP ('MyLawyer Solicitors'). MyLawyer Solicitors is a limited liability partnership registered in England and Wales under number OC376661 and whose registered office is at Unit 2, Imperial Place, Maxwell Road, Borehamwood, Herts, WD6 1JN. MyLawyer Solicitors are authorised and regulated by the Solicitors Regulation Authority. Their SRA number is 569955.

Complaints

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@composite-legaldocs.com. 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 timescales 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@composite-legaldocs.com 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 within three working days of its receipt and will again confirm the timescales for the full response. A separate and thorough review of your complaint will be conducted and a full response sent directly to you.