MORE THAN Legal Services Complaints Procedure
The MORE THAN Legal website (Website) is provided to you, at the request of Royal & Sun Alliance Insurance Ltd, company number 93792, whose registered office is at St. Mark's Court, Chart Way, Horsham, West Sussex RH12 1XL, by Epoq Legal Ltd (ELL), registered in England and Wales, company number 3707955, whose registered office is at Unit 2, Imperial Place, Maxwell Road, Borehamwood, Hertfordshire, WD6 1JN. ELL is authorised and regulated by the Solicitors Regulation Authority (SRA number 645296).
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, Royal & Sun Alliance Insurance Ltd has no contractual relationship with, and therefore no liability to, you with respect to the Services.
This complaints procedure only covers complaints about the Website or the Services; it does not cover insurance complaints. For MORE THAN insurance complaints, please contact email@example.com or visit http://www.morethan.com/complaints.
We aim to please - but we know that sometimes things go wrong. If you have a problem or complaint about the Website or the Services 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, 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.
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:
PO Box 6806
0300 555 0333
What to do if you are unhappy with our behaviour
Our regulators, the Solicitors Regulation Authority (SRA) can deal with any concerns about our behaviour. This could be things like dishonesty, concerns about our ethics or integrity. There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA's role, please contact the SRA or visit: