Complaints procedure

Service provider

The RiskRemedy website (Website) is provided to you, at the request of Natwest, by Epoq Legal Ltd (ELL), company number 3707955, whose registered office is at Unit 2, Imperial Place, Maxwell Road, Borehamwood, Hertfordshire, WD6 1JN. ELL will be authorised and regulated by the Solicitors Regulation Authority from 15 January 2019 (SRA number 645296).

Conditions

This complaints procedure forms part of the conditions (Conditions) that govern your use of the Website, and the services provided or offered to users of the Website (Services). See also the Terms of use . It is important that you read and understand the Conditions before you start to use the Website. You can print and keep a copy for your reference.

Reference to our, us and we on the Website is a reference to ELL.

By using the Website, you indicate that you accept the Conditions and that you agree to abide by them. If you do not agree to the Conditions, please refrain from using the Website. Acceptance of the Conditions creates a contract between you and us. To avoid any doubt, Natwest has no contractual relationship with, and therefore no liability to, you with respect to the Services.

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@natwestriskremedy.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 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@natwestriskremedy.co.uk or write to the Chief Executive Officer, Epoq Legal Ltd, Unit 2, Imperial Place, Maxwell Road, Borehamwood, Hertfordshire, WD6 1JN, providing 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 timescales for the 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