Code of Practice Regarding Complaint Handling and Dispute Resolution for
Domestic and Small Business Customers
1. Introduction
Lawyers On Line Ltd is the Internet Service provider dedicated to the UK legal profession.
Our business is to recommend, specify and provide suitably secure & effective methods of
communication over the Internet.
Originally founded by busy Solicitors with a need for specialised Internet services,
through sound technical expertise and the knowledge gained of broader Legal Industry
matters, Lawyers Online Ltd has evolved into a specialist ISP to the UK Legal
Profession as a whole.
In October 1998 the Law Society distributed 84000 CD-ROMs providing the software to
set-up and go online with free Lawyers Online Internet Connection & Mail accounts.
We remain fully committed to helping members of the legal profession grasp the
opportunities offered by these times of technological advancement and legal reform.
2. Contact Details
Lawyers On line Ltd
Hereford House
3 Offa Street
Hereford
Herefordshire
HR1 2LL
Customer service phone number(s): 0870 7778980
Customer service e-mail: info@lawyersonline.co.uk
Web site: http://www.lawyersonline.co.uk/
Full contact details can be found at:
http://www.lawyersonline.co.uk/contact
3. Terms and conditions, including prices and tariffs
Our Services
Lawyers Online Ltd provides a full range of high quality services to domestic and
business users, from high speed DSL Broadband Internet access, to database driven
Web site design and e-commerce solutions. Additional services include ISDN & Leased
Line connectivity, Virtual Private Networking and specialised Data Security Audits.
A list of products and services available from Lawyers Online Ltd can be found at
http://www.lawyersonline.co.uk/products
Access
Most products/services can be ordered using the shopping basket system on the web-site:
http://www.lawyersonline.co.uk/.
However the set-up and activation of some services may require additional contact with
sales and/or technical staff at the contact addresses/numbers provided.
Enquiries & orders can be accepted by telephone, email, and letter.
Pricing Information
Wherever possible prices are listed online.
Details of special Offers and discounts are also published on the web site.
All details and information relating to prices can be provided in writing (by post or email)
or verbally upon request to the contact details provided.
Written quotations and/or Sales Orders can be provided upon request and where relevant these
indicate the period for which they remain valid.
Where space and printing conditions allow, Sales Orders, Invoices, Receipts & Credit notes
are fully itemised.
Contract conditions
Full Terms & Conditions can be found at
http://www.lawyersonline.co.uk/tandc
and are usually printed on the reverse of Sales Orders, Invoices, Receipts and Credit Notes.
Additional copies are available on request.
Standard payment terms are 30 days by cheque and/or Direct Debit, but we also accept payment
by all major credit cards (except American Express), BACS transfer and Standing Order.
Unless otherwise stated minimum contract period is 12 months.
Once provided written notice is required to cancel ordered services. Due to the intermittent
nature of use of some services, we will not automatically cancel them due to lack of use, and
reserve the right to continue to seek payment of invoices for services that have not been formally
cancelled, whether subsequently used or not.
4. Customer service
Compensation or refund policy
Although we attempt to provide all customers with the best possible service, we cannot guarantee
that products and services will never be faulty. All reported faults are dealt with as soon as
reasonably possible.
If there is a fault with your service, you should report it as soon as possible by telephoning 0870 7778998
or emailing technical@lawyersonline.co.uk
We will provide refund of paid fees on a 'Pro-Rata' basis, where credit exists beyond the stated notice
period and/or where it can be proved that products/services have not been used due to some fault on our part.
Complaint handling process
Briefly, the procedure is as follows:
-
Customers should contact us, initially by telephone or email, using the contact info here:
http://www.lawyersonline.co.uk/contact
-
If an adviser is unable to resolve the issue immediately, it will be escalated to the
department's Team Leader.
-
Subsequent written complaints should be addressed to the relevant department manager.
-
If not fully resolved, the manager will provide the necessary instructions to enable
a written complaint to be made to the Managing Director, who will respond in writing
within 20 working days of receipt.
-
Beyond this you have the option of raising a case with CISAS - please see Alternative
Dispute Resolution.
Full details of our complaints handling process, including relevant contact information, can be found at:
http://www.lawyersonline.co.uk/complaints
Alternative dispute resolution procedure
If we have not resolved your complaint to your satisfaction after 12 weeks or if you have received
a letter from us saying that your complaint has reached 'deadlock', you may make a complaint through
CISAS, an independent alternative dispute resolution scheme. See Section 6 for contact details.
5: How to obtain this Code of Practice
This Code of Practice is published on our web site at
http://www.lawyersonline.co.uk/codeofpractice
Additional electronic or printed copies are available on request and free of charge to any
Domestic and Small Business customer, and may be requested by telephone, email, or in writing:
http://www.lawyersonline.co.uk/contact
We will endeavour to make it available in alternative formats if so required.
6: Contact details of related organisations
CISAS
24 Angel Gate
City Road
London
EC1V 2PT
Tel: 020 7520 3827
Email: info@cisas.org.uk
Web: http://www.cisas.org.uk
7: Additional information
This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.
The Guidelines for producing codes of practice are on Ofcom's Web site at:
http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/
Last Revised 28/09/2007
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