This Complaints Procedure Notice forms part of the Terms and ('the Conditions') that govern your access and use of the ARAG Legal Website (this 'Website') or any part thereof or any service offered thereon. 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. It is important that you read and understand the Conditions before you start to use this Website. 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.
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') under the terms of the policy you have with ARAG Plc, a company registered in England and Wales under company number 02585818, and whose registered office is at 9 Whiteladies Road, Clifton, Bristol, BS81NN ('ARAG').
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 firstname.lastname@example.org. 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 email@example.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.