Complaints Handling Policy
We value our relationships with our clients and work very hard to provide you with a high-quality, professional IP advice and services. If you are not happy with any aspect of our service or if something has gone wrong, we need you to tell us about it. This will enable us to try to resolve any problems and help us to improve the service that we provide in the future. If you have a complaint, please contact Dr Anna Molony, Director, with full details either by email to hello@two-ip.com, by phone at 0333 242 2942, by letter to Two IP, 3 Pegasus House, Pegasus Court, Olympus Avenue, Warwick CV34 6LW or you can request a meeting with Dr Molony.
How will we handle your complaint?
We hope that you never have reason to complain about our service or your bill. If, however, any problems do arise, we would very much like to work with you to resolve them informally and quickly. We will make a full investigation of your complaint according to our internal complaints handling procedure to establish the position so that, if at all possible, we can put it right and resolve it to your satisfaction. We will aim to resolve your complaint to your satisfaction within 8 weeks of receiving the complaint.
If after our investigation of your complaint and our response to it you are still not satisfied and your complaint is about the quality of our service, you have the right to raise your complaint with the Legal Ombudsman. Ordinarily, a complainant must refer a complaint to the Legal Ombudsman:
- No more than one year from the date of the act or omission being complained about; OR
- No more than one year from the date when you should have realised that there was cause for complaint; AND
- Within 6 months of the date of our written response to your complaint.
We will confirm the relevant deadline in our written response to your complaint. Please note that the Legal Ombudsman generally only handles complaints made by individuals, very small businesses, charities, trusts, clubs and associations. You can contact the Legal Ombudsman as follows:
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Email: enquiries@legalombudsman.org.uk
Phone: 0300 555 0333
Web site: legalombudsman.org.uk
If necessary, we will assist you in contacting the Legal Ombudsman, and we will of course cooperate fully with their investigation.
If after our investigation of your complaint and our response to it you are still not satisfied and your complaint concerns a matter of professional misconduct rather than the quality of our service, you have the right to raise your complaint with the Intellectual Property Regulation Board (IPReg) or in some cases (mainly complaints between professionals) the European Patent Institute (epi). A complaint to IPReg must usually be made within 12 months of the date of the professional misconduct alleged or your discovery of it. You can make a complaint via the IPReg online complaints form at https://ipreg.org.uk/complaint-form. You can also contact IPReg as follows:
Website: https://ipreg.org.uk/pro/make-an-enquiry
Phone: 020 7353 4373
Post: Intellectual Property Regulation Board (IPReg), 20 Little Britain, London, EC1A 7DH
Further information about IPReg can be found at its web site www.ipreg.org.uk. If necessary, we will assist you in contacting IPReg, and we will of course cooperate fully with their investigation.
IPReg has also published a Complaints FAQs for the benefit of clients and potential complainants. You can find this here: https://ipreg.org.uk/sites/default/files/2024-09/complaints-faqs.pdf