ET
ETSS

Legal

Complaints Policy

Last updated: July 2026

1. Our Commitment

ModelLaw Limited (trading as ETSS) is committed to providing a high-quality service. If something goes wrong, we want to know about it so we can put it right and improve our service for everyone.

2. How to Complain

You can raise a complaint by:

  • Email: etss@modellawoffice.co.uk (subject line: "Complaint")
  • Phone: 020 3346 79650 (Mon–Fri, 9am–5pm)
  • Post: ModelLaw Limited, [Registered Office Address]

Please include: your name, email address, a description of the issue, and what resolution you are seeking.

3. Our Process

1

Acknowledgement — Within 2 business days

We will acknowledge your complaint and confirm who is handling it.

2

Investigation — Within 10 business days

We will investigate the issue thoroughly, reviewing relevant records and communications.

3

Resolution — Within 14 business days

We will provide a full written response with our findings and any proposed remedy.

4

Escalation — If unresolved

If you are not satisfied with our response, you may escalate as described below.

4. Possible Outcomes

Depending on the complaint, we may:

  • Apologise and explain what went wrong
  • Correct an error or fix a technical issue
  • Provide a partial or full refund
  • Extend your subscription at no cost
  • Change our processes to prevent the issue recurring

5. Escalation

If you are not satisfied with our response, you may:

  • Data protection complaints: Contact the Information Commissioner's Office (ICO) at ico.org.uk or 0303 123 1113
  • Payment disputes: Contact your card issuer or bank
  • General disputes: Per our Terms of Service, disputes are subject to negotiation and then CEDR mediation before court proceedings

6. Learning from Complaints

We record and review all complaints to identify patterns and improve our platform. Complaint data is anonymised and used internally only.