Everything Legal Limited is regulated by the Ministry of Justice
Everything Legal Limited is regulated by the Ministry of Justice, as surrogate for the Secretary of State for Justice. Our Ministry of Justice registration number is CRM 4757 and you can see details of our authorisation by visiting www.claimsregulation.gov.uk. The Ministry of Justice routinely reviews our terms and conditions to ensure that they are compliant with consumer protection legislation, and our business practices are periodically audited. Our last Ministry of Justice audit was in December 2011.
Complaints procedure
If you are unhappy with any element of our service then you can complain to us and we will deal with your complaint under the procedure outlined below, which is also contained in our terms and conditions:
Complaints may be made in writing, by e-mail, by telephone or in any other form. In the case of a telephone complaint, we may ask you to put your complaint in writing to clarify the complaint so we can investigate fully.
We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
Within four weeks of receiving a complaint, we will send you either:
a) a response which adequately addresses the complaint; or
b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
If you are dissatisfied with our response, you may request that your complaint is reviewed by a senior officer of the company. If after this you remain dissatisfied with our response, or if we are unable to issue you with a response within 8 weeks of receiving your complaint, you may refer the matter to the Claims Management Regulator but only if your claim relates to financial services compensation:
The Claims Management Regulator, 57-60 High Street, Burton on Trent, Staffordshire, DE14 1JS
Tel: 0845 450 6858 Email: consumer@claimsregulation.gov.uk
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.