Complaints Handling Policy

We are passionate about providing you with a high-quality service. 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 Ingenium ip Ltd’s Director, Dr Anna Molony, with the details either by email to info@ingeniumip.co.uk or by letter to our address below.

How will we handle your complaint?

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 within 6 years from the act/omission complained of, or 3 years from when the complainant should reasonably have known that there was cause for complaint without taking advice from a third party, whichever is later. You must refer your complaint to the Legal Ombudsman 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: in writing, to Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ; by email, to enquiries@legalombudsman.org.uk; by telephone, on 0300 555 0333; and via the web site www.legalombudsman.org.uk. If necessary, we will assist you in contacting the Legal Ombudsman, and we will of course cooperate fully with their investigation.

10.  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 poor 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 contact IPReg as follows: in writing, to Intellectual Property Regulation Board (IPReg), 5th Floor, The Outer Temple, 222-225 Strand, London, WC2R 1BA; by email, to ipreg@ipreg.org.uk; by telephone, on 020 7353 4373; and via the 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.