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 Law Assistance 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.

Service provider

This service is provided by Epoq Legal Ltd registered in England and Wales under company number 3707955 with registered office at Unit 2, Imperial Place, Maxwell Road, Borehamwood, Herts, WD6 1JN ('ELL').


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 We will endeavour to investigate your complaint and respond to you as quickly as possible. If the complaint cannot be resolved within one working day of receipt, we will write to you acknowledging your complaint and advising of the timescales in which we will be reverting to you. We undertake to deal with all complaints within 14 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 general manager to or write to the Managing Director, Epoq Legal Ltd, Unit 2, Imperial Place, Maxwell Road, Borehamwood, Herts, WD6 1JN and therein supply 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.

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