Complaints policy

1. Complaints about the directory

If something we have done falls short, email hello@legaldirectory.org.uk with the heading "Complaint", or write to NE26 Limited, First Floor Office, 3 Hornton Place, London, W8 4LZ.

Please include your name and contact details, the URL or service concerned, what happened and when, and the outcome you are seeking.

2. How we handle it

• We acknowledge every complaint within 2 working days.
• We investigate and give a substantive response within 15 working days, or explain why we need longer and when to expect a reply.
• A director reviews any complaint that is not resolved at first response.
• We keep a record of complaints and outcomes for 6 years and use them to improve the service.

3. Complaints about a listing

If a listing is inaccurate, out of date or misleading, use our Corrections Policy route so we can verify and amend it quickly. Regulatory data is sourced from the SRA; where the SRA record itself is wrong, it must be corrected at source with the SRA and will flow through at the next synchronisation.

4. Complaints about a law firm

We are not a law firm, are not regulated by the SRA, and cannot investigate the conduct, service or fees of any firm you instruct. Complain to the firm first using its own complaints procedure, which every regulated firm must provide.

If you remain dissatisfied, you can contact the Legal Ombudsman at legalombudsman.org.uk or on 0300 555 0333, normally within six months of the firm's final response. Concerns about professional misconduct, dishonesty or a firm's regulatory status should be reported to the Solicitors Regulation Authority at sra.org.uk.

5. Data protection complaints

Complaints about how we handle personal data are dealt with under our Privacy Notice. If you are not satisfied with our response, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

6. Billing disputes

Raise subscription or invoice queries within 60 days of the charge. We will investigate, correct any error and refund overcharges to the original payment method within 14 days of confirming the error.