Complaints procedure

Service provider

The Allianz Legal Assistance website (Website) is provided to you, at the request of Allianz Insurance plc (Allianz), company number 84638, whose registered office is at 57 Ladymead, Guildford, Surrey GU1 1DB, by Epoq Legal Ltd (ELL), registered in England and Wales, company number 3707955, whose registered office is at Unit 2, Imperial Place, Maxwell Road, Borehamwood, Hertfordshire, WD6 1JN. ELL is authorised and regulated by the Solicitors Regulation Authority SRA number 645296).


This complaints procedure forms part of the conditions (Conditions) that govern your use of the Website, and the services provided or offered to users of the Website (Services). See also the Terms of use. It is important that you read and understand the Conditions before you start to use the Website. You can print and keep a copy for your reference.

Reference to our, us and we on the Website is a reference to ELL.

By using the Website, you indicate that you accept the Conditions and that you agree to abide by them. If you do not agree to the Conditions, please refrain from using the Website. Acceptance of the Conditions creates a contract between you and us. To avoid any doubt, Allianz has no contractual relationship with, and therefore no liability to, you with respect to the Services.


We aim to please - but we know that sometimes things go wrong. If you have a problem or complaint we want to know. Most problems can be dealt with by sending an email to ELL staff at We will investigate your complaint and respond to you as quickly as possible. We will either deal with your complaint, or acknowledge its receipt and confirm timescales for a full response, within three working days of receipt.

If you're not satisfied with the response to your complaint, you can send a further email for the attention of the ELL Chief Executive Officer to or write to the ELL Chief Executive Officer, Epoq Legal Ltd, Unit 2, Imperial Place, Maxwell Road, Borehamwood, Hertfordshire, WD6 1JN, providing the reasons for your continued dissatisfaction. We'll acknowledge this within three working days of its receipt and will again confirm the timescales for the full response. A separate and thorough review of your complaint will be conducted and a full response sent directly to you.

If we fail to respond to your complaint within eight weeks or if, at the conclusion of our complaints process, we're unable to resolve matters to your satisfaction you may have a right to make a complaint to the Legal Ombudsman. If you wish to do so, you must contact the Legal Ombudsman within six months of our final response or, if we haven't responded within eight weeks, within six months of your last contact with us. Additionally, you must raise your complaint with the Legal Ombudsman within six years of the relevant act or omission or, if the act or omission took place more than six years ago, three years from when you should reasonably have known there was a cause for complaint.

You can contact the Legal Ombudsman as below:

Postal address:

Legal Ombudsman
PO Box 6806


0300 555 0333