Complaints procedure

Service provider

The Householdlaw website (Website) is provided to you by DAS Legal Expenses Insurance Company Limited, company number 103274, whose registered office is at DAS House, Quay Side, Temple Back, Bristol BS1 6NH (DAS). The Website, and the services provided or offered to users of the Website (Services), are managed for DAS by Epoq Legal Ltd (ELL), company number 3707955, whose registered office is at Unit 2, Imperial Place, Maxwell Road, Borehamwood, Hertfordshire, WD6 1JN.

Conditions

This complaints procedure forms part of the conditions (Conditions) that govern your use of the Website and the 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 in the Conditions is a reference to DAS.

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.

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@householdlaw.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@householdlaw.co.uk or write to the Chief Executive Officer, Epoq Legal Ltd (Householdlaw), 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.