LEGAL
Complaints Policy
Last updated: 1 July 2026
Scalax Group Ltd, trading as ScalaxIP (‘ScalaxIP’, ‘we’, ‘us’ or ‘our’), is committed to providing clients with a high-quality service. We nevertheless recognise that a client may sometimes be dissatisfied with the way a matter has been handled, and that complaints and feedback give us a valuable opportunity to review and improve the quality of our services and operations.
Informal Resolution
If you have any concern, problem or complaint about the service provided to you, the way in which it has been delivered, or the amount you have been charged, please raise it in the first instance with the person handling your matter. Alternatively, you may refer your concern to our administrative team. If you are unable to reach a satisfactory resolution informally, you may use the formal complaints process set out below.
How to contact us:
If you know the name of the person handling your matter, you can reach them by email at firstname.lastname@scalaxip.com;
Alternatively, contact us at admin@scalaxip.com or support@scalaxip.com, where your complaint or feedback will be handled by senior management.
Formal Process
Please write to our Operations Coordinator (contact details available on request), setting out the details of your complaint, including the acts or omissions about which you wish to complain. We ask that complaints be raised within six months of the relevant act or omission; we reserve the right to decline to investigate complaints raised after this period.
We will normally acknowledge your complaint within three working days of receipt. We will then review the complaint with the personnel handling or assigned to the matter, consider the relevant records, and investigate further as necessary. We may ask to meet or speak with you during the investigation to discuss the details of your complaint.
We aim to provide you with a substantive response, setting out our findings and any proposed resolution, within 21 days of our acknowledgment. If our investigation takes longer, we will keep you informed of progress and of the revised timescale. You may discuss our findings with us, or request a formal written reply to your complaint.
Complaints About Personal Information
If your complaint concerns the way we collect, use, disclose, store or otherwise process your personal information, please address it to datacompliance@scalaxip.com. In accordance with the Data Protection Act 2018 (as amended by the Data (Use and Access) Act 2025), we will acknowledge such complaints within 30 days of receipt and inform you of the outcome without undue delay. You also have the right to complain to the Information Commissioner’s Office (www.ico.org.uk; helpline 0303 123 1113) at any time.
Regulatory Status
Scalax Group Ltd is not regulated by the Solicitors Regulation Authority (SRA) or the Intellectual Property Regulation Board (IPReg). Complaints are accordingly handled through our internal process described above and do not fall within the jurisdiction of the Legal Ombudsman. This does not affect any statutory rights or remedies otherwise available to you.