These terms apply to consumers only. These terms and conditions apply to consumers who use or access our platform and the services and content available on our platform at www.farill.io. You are a consumer if you are an individual acting for purposes which are wholly or mainly outside of your trade, business, craft or profession. If you are a business (including using/accessing the platform for your trade or business), then you will need to refer to our terms and conditions relating to businesses which are available here https://www.farill.io/pages/terms-and-conditions/.
What these terms cover. These are the terms and conditions on which we are prepared to allow you to use/access our platform and the online services and content available on it.
Why you should read them. Please read these terms carefully before you use/access our platform or create an account with us as these terms contain rights and obligations for both you and us. These terms tell you who we are, how we will provide access to the platform, how you can access, and how you may use, the platform and the content and services available on it, how you and we may change the contract, how you or we may end your subscription to the platform and services, what to do if there is a problem and other important information. If you think that there if a mistake in these terms or is you have any questions about these terms, please contact us to discuss
Information about us and how to contact us
Who we are. We are Farillio Limited. We are a limited company registered in England and Wales. Our company registration number is 10633658 and our registered office is at Farillio @ Techhub, 1 - 15 Clere Street, London, England, EC2A 4UY. Our registered VAT number is VAT 271164027 .
How to contact us. You can contact us by:
- (a) telephoning us on: 07543 221067
- (b) emailing us at: email@example.com
- (c) live chatting us using this feature on our platform
- (d) by writing to us at: Farillio @ Techhub, 1 - 15 Clere Street, London, EC2A 4UY.
How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us when you set up your account (or which you have since notified to us).
“Writing”; includes emails. When we use the words “writing” or “written”; in these terms, this includes emails.
Our contract with you
Your acceptance of these terms.By accessing and using the platform or by creating an account on our platform, you confirm that you accept these terms and that you agree to comply with them. If you are not happy with these terms, then you should immediately stop using and accessing the platform and the contents and services available via it.
UK only. The platform is solely directed to residents in the UK. We do not represent that services or content available on or through our platform is appropriate for use or available in other locations.
Third Party links
Links to other sites and resources.Our platform may contain links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of those sites or resources and you should check the terms and conditions relating to those sites and resources as they are separate to these terms.
Platform Content and our rights
Do not rely on content. We try to keep the content on the platform up to date and accurate, however we make no representations or guarantees that such content is accurate, complete or up to date. We must point out that the content only comprises general information and does not amount to advice (legal or otherwise) on which you should rely.
Not legal or professional advice.We work with great law firms and other experts to bring you the content on the platform. Whilst the content is for your guidance and we hope you find it helpful; it is not intended to be and, it is not legal advice, and it is not a substitute for legal or professional advice. We are not a law firm and we do not provide any legal services or legal advice. However, see clause 8 below for more information in relation to legal advice provided via the pay as you go services by law firms which we have partnered with.
Our rights.We own or hold the rights to the copyright (and other intellectual property rights) on the platform and in our content which appears on it. They have the protection of copyright, trade mark and other intellectual property rights around the world. In respect of these rights:
- (a) you agree not to use any of our content or the materials on our website that would in any way infringe the intellectual property rights that protect that content and material;
- (b) we grant to you a licence to view, download and print content and material from our platform, which you may then use, copy, or reproduce for your own personal use;
- (c) except for our content that we’ve expressly provided to you (so you can complete, for example, our templates), you must not in any way modify our content or materials that you print off or download from the platform;
- (d) you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text;
- (e) you must not attempt to copy, modify, duplicate, create derivative works from, frame, mirror, republish, download, display, transmit, or distribute all or any portion of our software (as applicable) in any form or media or by any means;
- (f) you must not attempt to reverse compile, disassemble, reverse engineer, scrap, permit crawlers to reproduce all or any part of our software, the platform or our content;
- (g) you must not access all or any part of the platform, content or the services in order to build a product or service that competes with the platform, content and services; and
- (h) if you print off, copy or download any part of our site in breach of these terms, your right to use our platform will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
Content you upload. The platform allows you, those with whom you collaborate, experts from whom you may seek advice and in some cases our law firm partners (if you instruct them to do so) to upload, store, share and modify content owned or uploaded by you, whether based on our content or otherwise. Whilst we agree to implement appropriate reasonable security measures to keep your content secure you agree that your content complies with our acceptable use standards (described more fully in clause 7 below).
Our access to your content. Designated members of our IT and security staff and sub-contractors may have strictly limited access to your content for the purposes only of maintaining and resolving any issues with platform functionality or security.
Rights in your content. Subject to our rights as set out in clause 5.3 above, you shall own all right, title and interest in and to all of your content and shall have sole responsibility for the legality, reliability, integrity, accuracy and quality of your content.
Storage of your content.We shall follow industry standard back-up and archiving procedures in respect of storage of your content.
Acceptable use standards
Lawful purposes.You must only use our platform for lawful purposes.
You must not introduce viruses.Please don’t hurt our platform. By browsing and otherwise using and interacting with our platform, you agree not to damage or misuse our platform in any way, including by knowingly introducing viruses, worms, logic bombs or other material that is malicious and/or technologically harmful. This also means that you mustn’t attempt to gain unauthorised access to our platform, or attack it via a denial-of-service attack or a distributed denial-of-service attack. These activities are treated by law as a criminal offence under the Computer Misuse Act 1990 and the Police and Justice Act 2006. We will report any breach of these terms to the relevant law enforcement authorities and we will co-operate with these authorities by disclosing your identity to them. If you commit any of these activities, your rights to use our platform will immediately and automatically cease.
No advertising or promotional material.You must not use our platform to transmit or procure the sending of any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation, for example, ‘spam’.
No offensive, defamatory or unlawful material.You must not use our platform to transmit or procure the sending of any material that is defamatory of any person, obscene, offensive, inflammatory, sexually explicit, promotes discrimination or harassment based on sex, sexual orientation, gender reassignment, marital or civil partnership status, race, age, religion, infringes any copyright, database right or trade mark of any person, is likely to deceive any person, is in breach of any legal duty owed to a third party (for example, the duty of confidence), is threatening or abusive, is likely to harass, upset or embarrass any other person, misrepresents your identity, or advocates or promotes any unlawful act.
Failure to comply with the acceptable use standards.If you fail to comply with the above acceptable use standards, then this will be a breach of these terms. Whether you have broken these terms or have acted unacceptably is something that we may decide in our absolute discretion. If we conclude that the terms have been broken, we have the right to take such action as we consider necessary, which includes to immediately:
Pay as you go services
Availability of pay as you go services. When you sign up to access the platform we will tell you in the description of the services available whether you have access to any pay as you go services on the platform (those services are requests for advice from third parties such as an expert, third party legal advice line providers or one of our law firm partners (see clause 8.6 below for details of our current partners, all of whom are regulated by the Solicitors Regulation Authority)). As mentioned in clause 5 above, the content on our platform is not legal advice and we do recommend taking legal (or other relevant professional) advice before taking or refraining from any action on the basis of our content. You do not have to use our law firm partners for that advice, but we can put you in touch with them if you want to.
Orders for pay as you go services. If, as part of your access to the platform, you place an order for any pay as you go services:
Pay as you go services will not be available to customers who enter the platform via a unique code or insurance policy link.
If you are an insurance policyholder, your policy grants you access to a legal advice line which you can access via our platform via the Speak to an Expert service.
If you have a unique code issued to you by one our approved commercial organisations, the unique code terms will inform you if you have access to a legal advice line, otherwise our pay as you go services referred to in clause 8.2(a) will apply.
Our current partners. The pay as you go services are provided by our partner law firms. Our current partners are:
- (a) The Wilkes Partnership LLP (a limited liability partnership) registered in England and Wales with LLP number OC364479 whose registered office is at 41 Church Street, Birmingham, West Midlands, B3 2RT.
- (b) Stobbs (IP) Ltd (a private limited company) registered in England and Wales with company number 08369121 whose registered office is at 2nd Floor, Platinum Building St John's Innovation Park, Cowley Road, Cambridge, CB4 0DS.
- (c) EIP Europe LLP (a limited liability partnership) registered in England and Wales with LLP number OC345900 whose registered office is at Fairfax House, 15 Fulwood Place, London, WC1V 6HU.
- (d) 3D Solicitors Ltd. (a private limited company) registered in England and Wales with company number 10553315 whose registered office is at Queens Chambers, John Dalton Street, Manchester, England, M2 6ET.
- to update the terms in respect of any changes to any of the services available on the platform,
- (a) to reflect any changes in relevant laws and regulatory requirements which we are bound by; and
- (b) to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the services.
Our rights to make changes
Changes to these terms. We may make the changes to these terms, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect. Changes may include
Minor changes to the services. We may change the services:
More significant changes to the services. We may make changes to the services, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect. Changes may include the following:
- (a) to withdraw a particular service (see clause 14.2 below for more details);
- (b) to update the fees for the services from time to time; and
- (c) to change any particular service from time to time.
Providing the services
How we will provide the services. We will provide the services with reasonable care and skill.
When we will provide the services. We will supply the services to you until:
- (a) if you have signed up to a trial period, the end of that trial period;
- (b) your subscription expires;
- (c) you end your subscription to the services as described in clause 12;
- (d) we end your subscription to the services by written notice to you as described in clause 14;
- (e) if your access to the platform is part of a relationship or contract with a third-party company, organisation or association, when your relationship or your contract with the third party company, organisation or association ends or terminates.
Availability of the platform and services.We do not guarantee that the platform, or any content on, or services available via, it, will always be available or be uninterrupted.
- (a)Planned disruptions. We will need to interrupt the availability of the platform, content and services to perform routine maintenance and upgrades. We will try to give you reasonable notice of any planned suspension.
- (b)Unscheduled disruptions.In an emergency we may need to interrupt or make the platform unavailable. Unfortunately due to this, we may not be able to give you any prior notice of such disruptions.
We are not responsible for delays outside our control. If our supply of the services is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end your subscription.
Reasons we may suspend the supply of services to you. We may have to suspend the supply of services to:
- (a) deal with technical problems or make minor technical changes;
- (b) update the services to reflect changes in relevant laws and regulatory requirements;
- (c) because of the way you receive access to the platform as part of a relationship or contract with a third-party company, organisation or association, if that third-party company, organisation or association has asked us to suspend the supply of services to you;
- (d) make changes to the services as notified by us to you (see clause 9 above).
Your rights if we suspend the supply of services. We will contact you in advance to tell you we will be suspending supply of the services, unless the problem is urgent or an emergency. You may contact us to end your subscription if we suspend the services, or tell you we are going to suspend the services, in each case for a period of more than 7 .
Access on the platform
Public access.A limited part of the platform is accessible to visitors, who do not need passwords or user identities to enjoy the publicly-available content provided.
Keep you login details secure. If you register (or are registered with) an account on our platform, you will have chosen or been provided with a user name, password and potentially other information as part of our security procedures. Please use these responsibly and securely as they are strictly confidential. You must not disclose them to anyone else without our express written permission.
Security breaches in respect of your login details.If you know or suspect that anyone other than you knows your user identity and/or password, you must promptly notify us at firstname.lastname@example.org.
We may disable your access if you do not comply with these terms.We have the right to disable any user name or password, whether chosen by you or provided to you by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms.
Your rights to end your subscription
You can always end your subscription with us. Your rights when you end your subscription will depend on whether there is anything wrong, how we are performing and when you decide to end the subscription:
- (a) If what you have received is faulty or misdescribed you may have a legal right to end the subscription (or to have a service re-performed), see clause 16;
- (b) If you want to end your subscription because of something we have done or have told you we are going to do, see clause 12.2;
- (c) If you have just changed your mind, see clauses 12.3 and 12.4;
- (d) In all other cases (if we are not at fault and there is no right to change your mind), see clause 12.5.
- (a) we have told you about an upcoming change to the services or these terms which you do not agree to (see clauses 9.1 and 9.3);
- (b) we have told you about an error in the description of the services and you do not wish to proceed;
- (c) there is a risk that supply of the services may be significantly delayed because of events outside our control;
- (d) we have suspended supply of the services for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 7 days; or
- (e) you have a legal right to end your subscription because of something we have done wrong.
Ending your subscription because of something we have done or are going to do. If you are ending your subscription for a reason set out at (a) to (e) below your subscription will end immediately and (in certain circumstances) you may also be entitled to compensation. The reasons are:
Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most services bought online you have a legal right to change your mind within 14 days (this is commonly known as a cooling off period).
How long do I have to change my mind (during the cooling off period)?You have 14 days after the day we email you to confirm your account has been set up. Please note:
- (a) You should let us know what you have changed your mind and want to cancel during the cooling off period in accordance with clause 13.2 below.
- (b) We would not usually begin to provide the services until the cooling off period has expired unless you explicitly request us to do so. Under the law, if you do explicitly ask us to begin providing the services and then change your mind during the cooling off period, then you are liable to pay for the services provided during the cooling off period. However, because of the way you receive access to the platform, we will usually allow you access within the cooling off period even if you have not explicitly requested it and, if you change your mind, we will not ask you to make any payments in respect of services provided during that period.
- (c) In addition, because of the way you receive access to the platform as part of a relationship or contract with a third-party company, organisation or association, we will not be required to refund you any sums if you cancel your subscription during the 14 day cooling off period.
- (d) The above does not affect any pay as you go services (see clause 8) which are governed by the terms of engagement of the relevant law firm partner.
Ending your subscription where we are not at fault and there is no right to change your mind (including after expiry of the cooling off period). Although we hope that you want to continue to access our platform and the content on it, if at any point you want to cancel your subscription with us and end your subscription, then you may terminate your subscription by logging in to your account on the platform, and selecting the ‘cancel account’ button in your account settings. You will continue to have access to your account, our content and will be able to use the services for the remainder of the period which you have been subscribed for (or which has been paid for on your behalf by a third party company, organisation or association) and your access will terminate at the end of that period. You must still comply with these terms during any remaining period after you have notified us that you wish to cancel your subscription
How to end your subscription with us (including if you have changed your mind)
Tell us you want to end your subscription. To end your subscription with us, please let us know by doing one of the following:
- (a) Account. Logging in to your account on the platform, and selecting the ‘cancel account’ button in the account section of the account settings (see clause 12.5 above).
- (b) Phone or email. Call us on 07543 221067 or email us at email@example.com. Please provide your name, user name, email address, home address, and where available, your phone number.
- (c) By post. Simply write to us at Farillio @ Techhub, 1 - 15 Clere Street, London, EC2A 4UY, including details of your name, user name, email address, home address, and where available, your phone number.
- (a) Online. Complete the form https://www.farill.io/user/profile/billing on the platform.
- (b) By post. Print off the form found here and post it to us at the address on the form.
If you want to end your subscription because you have changed your mind during the 14 day cooling off period.To end your subscription by exercising your rights in the 14 day cooling off period (see clauses 12.3 and 12.4 above), then you can contact us by using any of the methods listed in clause 13.1 above, or:
Our rights to end your subscription
We may end your subscription. We may end your subscription to the services at any time by writing to you if:
- (a) you breach any of these terms;
- (b) you do not comply with our acceptable use standards (see clause 7 above);
- (c) where your access to the platform is due to or included as part of a contract or relationship you have with a third party company, organisation or association with whom we have entered into an agreement to provide you with access to the platform and your contract or relationship with that relevant company, organisation or association is terminated (by you or them) or expires;
- (d) where your access to the platform is due to or included as part of a contract or relationship you have with a third party company, organisation or association with whom we have entered into an agreement to provide you with access to the platform and the contract between us and that third party is terminated (by us or them) or expires;
- (e) we have run a trial offer, the relevant time period for which has expired.
We may withdraw the services. We may write to you to let you know that we are going to stop providing all, some or part of the services. We will try to let you know at least 30 days in advance of our stopping the supply of the relevant services.
Termination of your subscription and the contract
Consequences of termination of your subscription.On termination of your subscription (whether by you or by us):
- (a) all licences granted under these terms shall immediately terminate and you shall have no further use of the services or access to our content available via your subscription (but this shall not affect publicly available content);
- (b) you shall return and make no further use of any equipment, passwords and other items (and all copies of them) belonging to us;
- (c) we will provide you with an opportunity to download any of your content that we hold within 30 days of termination. We may destroy or otherwise dispose of your content after that 30-day period and we will not be liable to you if you fail to download or retrieve any of your content within that period;
- (d) if you owe us any fees (including for any pay as you go services) you will pay these according to these terms; and
- (e) any rights, remedies, obligations or liabilities that have accrued up to the date of termination, including the right to claim damages in respect of any breach of these terms, which existed at or before the date of termination, shall not be affected by termination of your subscription.
You may still need to comply with some terms.Even if your subscription is cancelled or terminated, if you use the publicly accessible areas of our platform and any content available on it or services available via it, you will still be bound by the relevant obligations contained in these terms.
If there is a problem
How to tell us about problems. If you have any questions or complaints, please contact us. You can telephone us on 07543 221067, email us at firstname.lastname@example.org, use the live chat feature on our platform or write to us at Farillio @ Techhub, 1 - 15 Clere Street, London, EC2A 4UY.
Summary of your legal rights. We are under a legal duty to supply services that are in conformity with these terms. See the box below for a summary of your key legal rights. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
In respect of services, the Consumer Rights Act 2015 says:
a) You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.
b) If you haven't agreed a price beforehand, what you're asked to pay must be reasonable.
c) If you haven't agreed a time beforehand, it must be carried out within a reasonable time.
See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).
Our responsibility for loss or damage suffered by you
No reliance on content and no substitute for advice. As explained in clauses 5.1 and 5.2 above, our platform and the content appearing on it is for general information only and should not be relied upon by you. In relation to our platform and the content appearing on it:
- (a) it is not legal or other professional advice.
- (b) none of the content should be interpreted as a recommendation that you enter (or don’t enter) into a particular transaction, or that any particular service is right, suitable or appropriate for you.
- (c) you must obtain legal, professional or specialist advice before taking, or refraining from, any action on the basis of the content on our platform.
- (d) the platform includes a means for you to sign documents and have documents signed with a simple electronic signature. This is not a recommendation that those documents should be signed using e-signatures as a simple contract. You must take your own legal advice in respect of the means by which any document should be signed in order for that document to be legally binding (including, for instance, whether it needs to be signed as a deed in the presence of a witness).
We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights as summarised at clause 16.2; and for defective products under the Consumer Protection Act 1987
Damage to a device or digital content.If something which we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage which was caused by you failing to have in place the minimum system requirements advised by us.
We are not responsible for viruses. We do not guarantee that our platform will be secure or free from bugs or viruses. You are responsible for configuring your information technology to access our platform. You should use your own virus protection software.
We are not liable for business losses. We only supply the services under these terms to consumers for domestic and private use. If you use the services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. If you do use the services as a business (rather than a consumer) then please refer to our terms and conditions for business users https://www.farill.io/pages/terms-and-conditions.
Damage or loss as result of pay as you go services. If you decide to purchase any of the pay as you go services provided by one of our partner law firms (see clause 8 above for more details on the pay as you go services), then you will need to check the relevant partner’s terms of engagement for any applicable limitations or exclusions in respect of those pay as you go services. We do not provide the pay as you go services and we are not a party to the relevant partner’s terms of engagement with you. In the unlikely event you have a dispute with our partners, you must contact them directly to resolve it in accordance with their applicable terms.
How we may use your personal information
Other important terms
We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under these terms.
You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date..
Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in the English courts. If you live in Scotland, you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish or the English courts.
Complaints and disputes
Complaints. We work really hard to bring you an experience that positively exceeds your expectations at all times. If you’re feeling dissatisfied about any part of your experience, then you can contact us to make a complaint. We have set out below our complaints procedure and details about how to make a complaint. If you receive access to the platform as part of a relationship or contract with a third-party company, organisation or association, we will not deal with any complaints relating to your contract, policy or relationship with that third party and if we do receive a complaint from you relating to them or your contract, policy or relationship we will direct you back to them. Likewise, if your complaint relates to services provided by a law firm partner, an expert or legal advice helpline, then we will direct you to them to deal with the complaint.
If you want to make a complaint.If you want to make a complaint, then you can contact us by:
- (a) Email to email@example.com
- (b) Telephone on 07543 221067
- (c) Post to Farillio, Techhub, 1-15 Clere St, London EC2A 4UY
- and please include your username, full details of your complaint and details of how you would like us to resolve your complaint. Please note we will never ask you for your password.
Complaints handling procedure.The following sets out our complaints handling procedure on receipt of a complaint from you.
- (a) We will acknowledge receipt of any complaint within 7 working hours of receipt (working hours being between 8am – 7pm, Monday to Friday, excluding any bank holidays in the UK), confirming which category of complaint we have assigned to it and also providing a reference number and dedicated contact details for your records and ours.
- (b) If you have made your complaint over our livechat facility, we will take a transcript of the record and use that as a written record of your complaint, unless you tell us that you prefer us not to do so. If you ask us not to do this, we will request that you instead set out your complaint in writing (by email is fine), so that we can be confident that we have all the facts we need, to proceed with considering and dealing with your complaint.
- (c) If you have made your complaint to us over the phone or in person, we will confirm to you our understanding of the reasons for your complaint and ask you to advise us if you do not agree, or if we have inadvertently missed out or misunderstood any of your concerns. Once we have your confirmation that this account is correct, we will proceed to deal with your complaint.
Investigating your complaint.The following sets out how we will investigate any complaint received from you:
- (a) Your complaint will be investigated by an appropriate member of staff, who will be identified as the correct person depending on the seriousness of the complaint and the nature of it e.g. a technical, legal or other matter.
- (b) In resolving complaints, we will review all relevant information available to us and we endeavour to complete any such investigation and reach conclusions as soon as reasonably possible.
- (c) The length of time this will take will be determined by the complexity and type of complaint and the extent of the investigation required.
- (d) During our investigation, we may ask you for additional information to help us reach a conclusion. We will also aim to keep you updated on the progress of your complaint and the steps being taken to deal with it.
- (e) If your complaint is straightforward, we may be in a position to resolve it very quickly.
- (f) If we are able to resolve your complaint before the end of the second working day (working day being Monday – Friday, excluding bank holidays in the UK) after it is received by us, we will send you a ‘summary of findings and our proposed resolution’ promptly, with confirmation of the action we have taken to resolve your complaint. In all other cases we will send you a written acknowledgement of your complaint promptly, normally within 2 working days of receiving it.
- (g) Once we have completed our investigation, we will write to you to explain our conclusion(s). Under normal circumstances, we aim to do this within 14 working days of receiving your complaint.
- (h) In the extremely unlikely event that we are unable to complete our investigation and contact you conclusively within 14 working days from the date of receiving your complaint, we will write to you explaining why we are still not in a position to issue a final response, giving reasons for the further delay and indicating when we expect to be able to issue you with our final conclusions and resolution.
Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. Please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform (ec.europa.eu/consumers/odr).