Complaints & Redress

Our aim
We want to resolve any concerns quickly and fairly. If you need reasonable adjustments (e.g., due to disability or vulnerability), tell us and we’ll adapt our process.

Stage 1 — Informal resolution

Email [email protected].
We acknowledge within 2 working days and aim to respond within 10 working days with an outcome or next steps.

Stage 2 — Internal review

If you’re unhappy with Stage 1, escalate to [email protected].
A senior caseworker (not previously involved) will review and we aim to respond within 10 working days with reasons and any remedy.

Stage 3 — Final response & ADR signposting (External options)

If we cannot resolve your consumer complaint at Stage 2, we will issue a final response (“deadlock”). In line with the ADR Regulations 2015, we will:

  • Name a certified ADR provider and give their web address; and
  • State whether we agree to take part in ADR for your case.

Our ad-hoc ADR provider of choice is ProMediate UK Ltd (CTSI-approved). ADR participation is voluntary in our sector and decided case-by-case. If we do take part, the service is normally free to the consumer; the business pays the ADR case fee.

Note: We are not within the Legal Ombudsman’s jurisdiction (we are an unregulated law firm providing unreserved legal services and do not perform reserved legal activities). If you are a business client, ADR may not be available or may differ by scheme.

Data protection complaints (about your personal data)

For privacy concerns, contact [email protected]. You also have the right to complain to the Information Commissioner’s Office (ICO). See our Privacy Policy for details.

What this means in practice

  • We try to resolve matters at Stage 1.
  • If we can’t, Stage 2 provides a fresh senior review.
  • If still unresolved and you are a consumer, our final response will include ADR signposting and state whether we will engage.
  • You can always pursue court or other legal remedies independently.

Accessibility & support

If you are vulnerable or need adjustments (e.g., alternative formats, a nominated contact), tell us and we will make it easier for you to use this process.
Internet Erasure Ltd – Specialists in Article 17 UK and EU GDPR – Right to be Forgotten and online reputation restoration since 2019
Registered company details, compliance, and material information - maintained by Caroline Hart, Clerk to the caseworkers, Internet Erasure Ltd. Last updated 1st December 2025. ​
Who We Are:

Company Name Internet Erasure Ltd trading as IE Law

Company Registration 13916445 (click here to verify) - our Senior Caseworker has been undertaking this work since 2019 and the company incorporated in February 2022.

Registered in England and Wales (however we assist clients throughout the UK, including Scotland and Northern Ireland, and accept instructions from clients across the EU).

Registered Office: Suite 5, 5th Floor City Reach, 5 Greenwich View Place, London. E14 9NN

VAT Registration GB 423 9389 73 (click here to verify)

Data Protection Registration ZB325928 (click here to verify)

Trademark Registration Number 00004127722 (click here to verify) 

Verified Business ID: D-U-N-S Number 228679847 (click here to verify)

Independently Reviewed: Verified by Trustpilot (click here to verify) ⭐⭐⭐⭐⭐ 68 five-star reviews on Google ⭐⭐⭐⭐⭐ 294 reviews on Trustpilot (average 4.9)

PLAIN ENGLISH - Who We Are Summary:

  • Internet Erasure Ltd are an established UK Registered company assisting individuals across the UK and EU to remove damaging or unwanted online content from search engines, websites and platforms including Police Records (ACRO/PNC). 
Who We Help:

Internet Erasure offers a free consultation.
​
We assess every enquiry carefully before deciding whether to accept an instruction.

We generally accept clients who meet the criteria listed on our [Who Can Apply] page, and we usually decline those falling within the categories described on our [Who Cannot Apply] page.

We do not normally take on emergency or high-pressure matters, or cases involving ongoing or emerging publicity.

We will not allow our Right to Be Forgotten service, or any other mechanism, to be used where we reasonably believe it could facilitate, conceal, or otherwise assist criminal conduct, or where we suspect it may further ongoing criminality.

We will decline to act for anyone under active suspicion of criminality unless no charge has been brought or conviction recorded for a substantial period, and the matter can reasonably be considered resolved or the allegations demonstrably baseless.

We will not request removal of material that may constitute evidence of crime, even where you are the alleged victim, without prior written clearance from an appropriate authority (typically the police).

We do not act for clients who are currently incarcerated, although we may act, via an appointed family member or representative, to remove content wholly unrelated to their current sentence or remand period.

Timing is a significant factor when balancing privacy rights against public interest. Our Senior Caseworker explains in this article published by Legal Futures. This means that although a case may not be accepted by us today, we may be able to help at a future date.

This overview does not cover all circumstances. We are under no obligation to accept any case or to explain our decision, although we will usually provide general reasons.
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PLAIN ENGLISH - Who We Help Summary:

  • Internet Erasure Ltd has acted in more than 1250 cases. This experience gives us a deep understanding of the types of circumstances in which the Right to be Forgotten can be successfully argued. 
    ​
  • Alongside this experience, we apply our own ethical framework and professional obligations when deciding whether a case is suitable for the Right to be Forgotten.  
Legal Status: 

IE Law is a trading name of Internet Erasure Ltd.

We may use either name interchangeably on this site. References to ‘IE Law’ mean Internet Erasure Ltd, the legal entity for all purposes.

IE Law provides unreserved legal services and specialist technical and administrative support in media law, data protection, privacy, harassment, criminal justice, and online reputation management. 

We do not perform reserved legal activities as defined by the Legal Services Act 2007, section 12 and Schedule 2. ​We are not solicitors or barristers, and we are not authorised or regulated by the Solicitors Regulation Authority. However, if a case requires reserved legal activities or for other reasons, at our discretion, we may consult, instruct, or recommend solicitors and direct access barristers from our panel. We also accept instructions and introductions for unreserved work from regulated professionals acting on behalf of their clients. 

We offer between 2 to 3 hours of informal Continuing Professional Development (CPD) towards the SRA's Continuing Competence Requirements for non-competing solicitors in England and Wales, who may also have an interest in referring clients to our firm. The CPD provided includes insights into the legislative framework around the Right to Erasure, an overview of our cases, and the practical applications of Article 17 UK GDPR and the Right to be Forgotten as they pertain to removing damaging or unwanted online content from search engines and other platforms, particularly for firms working within the Criminal Justice Sector. The SRA does not accredit CPD hours, and solicitors remain responsible for assessing and recording their own learning. CPD delivery is based on workflow limits and is at our sole discretion.

Our Senior Caseworker is available to act as an Expert Witness in cases requiring technical and legal expertise on search engine indexation and de-indexation decisions, and the Right to be Forgotten, under UK and EU law. We also liaise with official organisations via the Criminal Justice Secure Mail (CJSM) system; our CJSM is available upon request.

Jurisdiction notice: Words describing legal services have different meanings in different countries. The descriptions on this site apply to England and Wales only. If we accept instruction from outside of England and Wales, we do so, not as lawyers but as lay representatives/ non-legal professionals.

PLAIN ENGLISH - Legal Status Summary

  • Internet Erasure Ltd t/as IE Law provides unregulated and unreserved legal services.

  • We support clients who want to remove harmful articles, delete personal data from search results, or assert their privacy rights under UK GDPR, including the Right to Erasure under Article 17 (Right to be Forgotten), but we are not solicitors and we don't go to court.
Communications:

Email

Messages sent to casework are typically answered within 30 to 180 minutes during weekdays from 8:00am to 5:30pm.

Emails sent outside those hours are treated as received the following working morning.

If you haven’t received a reply within 24 hours, please check your spam folder or contact us using another method.

For large or link-heavy emails, you are welcome to send a second copy to ensure delivery.

Secure Email (CJSM)

Emails marked OFFICIAL or OFFICIAL-SENSITIVE, typically from police, probation, CPS, or other approved organisations operating in the Criminal Justice Sector, must be sent via Criminal Justice Secure Mail (CJSM) to our Senior Caseworker. Their CJSM address is available on request.

WhatsApp

Messages to 07565 130 116 are usually replied to within 10 to 60 minutes during weekdays from 8:00am to 8:00pm.

Messages sent outside of these hours are treated as received the following morning.

Phone
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Calls to (+44) 020 3576 0356 are answered by our receptionist team, who will take your name, contact details, and brief call details.

We will then arrange a scheduled call with the most appropriate caseworker.

This may include specialists in criminal justice, harassment, data protection, or your assigned caseworker if your case is already in progress.

Where needed, we also assign caseworkers trained in trauma-informed communication or accredited in Mental Health First Aid, though we do not provide clinical or therapeutic services.

Internet Erasure Ltd is a niche firm with a close-knit team of caseworkers. We do not offer a Single Point of Contact (SPOC), and clients cannot insist on always speaking to a single individual. All caseworkers are trained, experienced, and authorised to progress matters on your behalf, ensuring continuity and consistency across every case.

After Hours
​
Messages received in the evening, on weekends, or during UK public holidays will be reviewed on the next working day.

Important Notes

Due to our criminal justice and harassment work, we do not accept:
  • Calls from withheld numbers
  • Calls from individuals currently serving a prison sentence.

If you are not yet a client, we may pause or suspend communication at any time if we have concerns about identity, legal authority, or for any other reason we consider appropriate.

Urgent cases

While we are responsive and committed to timely service, Internet Erasure Ltd is a structured and specialist firm.
We do not accept emergency cases or high-pressure enquiries, or commit to unrealistic deadlines. 
Work typically begins within 48 hours of instruction and usually proceeds according to the predicted timescales explained during onboarding.
These predictions are based on the duration of similar completed cases and take into account third-party response times and the statutory deadlines permitted under UK GDPR and related legal frameworks.

Privacy

All communications, including sensitive personal data, are processed, stored, and deleted in accordance with our Privacy Policy.


PLAIN ENGLISH - Communications Summary: 

  • We are quick to respond, whichever way you contact us.

  • WhatsApp or live chat in the bottom-right corner is usually the fastest​
Right to be Forgotten Fees and Timescales:

Internet Erasure offers a free consultation.

When we consider a case eligible for the Right to be Forgotten (based on our experience in more than 1,250 cases), we provide a single fixed-fee quote upfront, along with a predicted timescale.

Fees are quoted on a total price basis inclusive of VAT and any disbursements, and cover all the work required to pursue the removal of unwanted or damaging content from search engine results under the Right to be Forgotten, including Google, Bing, Yahoo and DuckDuckGo.

There are no hidden charges or unexpected costs.

Fees typically range from £750 to £30,000, although as explained below, higher-end cases are rarer.

Most clients pay £1,250. This is our most common fee charged and which usually covers the removal of a minor or historic criminal conviction or reputational matter reported across 4 to 20 online articles.

Our mean average fee is £2,000. This is generally sufficient for pursuing search engine delisting of a publicised insolvency, professional misconduct, or a lower-profile criminal allegation across multiple platforms.

Where a client is a household name, high-net-worth individual, or person in the public eye, and the content spans multiple topics, time periods, and hundreds of article links, the highest fees in our range will be quoted to reflect the scale of the legal challenge and the pervasiveness of the publicity. In these cases, we must quote at a level that provides a sufficient time budget for a dedicated personal caseworker to work consistently through the entire case progression, pursuing search engine delisting for all known and discovered URL variants and duplicates.

The predicted timescales for each case to be completed vary depending on a number of variables. Before acceptance as a client, an estimated timescale will be given, which will take into account the extent of publicity, the necessity of appeals to regulators, and current search engine and regulator response timescales. The estimate will also allow for the removal of further URL variants that are not yet indexed and will be based on similar concluded cases.


PLAIN ENGLISH - Right to be Forgotten Fees and Costs Summary: 

  • We offer a free consultation to assess your eligibility.

  • If we believe your case meets the Right to be Forgotten criteria, we’ll provide a fixed fee quote and a predicted timescale.

  • Most clients pay around £1,250. Our average fee is £2,000, depending on the number of articles and the complexity of the case. High-profile individuals and complex cases require higher fees.

  • There are no hidden charges; our quote includes all work required until the removal process is complete across all search engines, including appeals and follow-ups where necessary.
Payment Terms:

The applicable fee is payable on instruction, unless we agree otherwise in writing.

The payment process forms part of our identity, anti-fraud, AML (Anti-Money Laundering), and KYC (Know Your Client) verification checks.

We only accept traceable, secure payment methods that meet AML and verification standards.

We accept all credit and debit card payments in any currency (online only, not by telephone), processed securely by PayPal.

UK bank transfers should be made to:

Internet Erasure Ltd
Sort Code: 60-83-71
Account Number: 53292077
Please use the client’s full name as the payment reference.

International bank transfers should be made to:

IBAN: GB88SRLG60837153292077
SWIFT/BIC: SRLGGB2L
Bank Address: Starling Bank Operations Team, 5th Floor, Brunel House, 2 Fitzalan Road, Cardiff, Wales CF24 0FG
Company Address: Internet Erasure Ltd, Suite 5, 5th Floor, City Reach, 5 Greenwich View Place, London E14 9NN
 
We may agree to accept monthly payment arrangements in a small number of cases. Clients are expected to ensure that any arrangement is affordable for the full term, because work may be paused if payments are not made as agreed. These terms are discretionary, assessed on a case-by-case basis, and only established with a client’s prior agreement.

In complex matters involving hundreds of URLs across multiple subject areas, we may offer a hybrid success-fee model. This involves an initial fee (reflecting the scale and complexity of the case) followed by a success fee once pre-agreed benchmarks are achieved. As above, work may pause if fees are not met. This model is also discretionary and agreed with the client in advance.

For certain experimental or developmental matters, we may work on a No-Win / No-Fee basis (Conditional Fee Agreement). This may be offered where outcomes cannot be guaranteed or where we are improving internal processes or legal precedents. These arrangements are rare, depend on capacity, and are only offered with a client’s informed agreement.

We may also undertake Fair Value Additions, where we carry out reasonable extra work not covered by the original agreement, based on mutual trust (known as Quantum Meruit) where services not covered by the original agreement are provided with a reasonable expectation of payment based on benefit to the client. This may occur alongside existing instructions, depending on workflow capacity and mutual trust, and are only offered with a client’s informed agreement.

In a small number of exceptional cases, we may offer to work pro bono (without charge). This is strictly reserved for situations involving clear evidence of injustice and extreme hardship, and is only considered where our resources allow.

We accept payment directly from insurance companies and any regulated legal or accountancy firms on behalf of clients, where the scope of work and fees are agreed in advance of formal instruction. As an unregulated legal services firm performing unreserved activities, we do not have a Legal Aid Agency (LAA) contract, and Legal Aid is not available.

We do not operate a client account and do not handle client funds for onward payment to third parties. 

PLAIN ENGLISH - Payment Summary: 

  • You receive a single fully inclusive quote prior to instruction.

  • You usually pay in full at the start.

  • Large cases might be split into an upfront fee plus a success fee later.

  • In very rare cases, we may work for free, or only get paid if we succeed.

  • In some cases we may allow you to make monthly payments on account until our fees are paid in full.

  • If we both agree in writing, then we may also carry out additional tasks not covered by the initial contract.
Other notices

Website Content

All content and guidance on this website is written by experienced privacy professionals and trained data rights specialists.

It is intended for general understanding only and does not replace tailored advice.

Nothing on this site should be treated as specific to your situation or relied on as a substitute for personalised legal advice.

Jurisdiction

Words describing legal services have different meanings in different countries. The descriptions on this site apply to England and Wales only.

Privacy and Confidentiality

Internet Erasure Ltd is registered with the Information Commissioner’s Office under registration number ZB325928. All communications between Internet Erasure Ltd and our clients are handled securely and treated as strictly confidential. We collect, retain and share only the information necessary to progress our clients’ cases or to meet our legal and regulatory obligations. Full details are available in our Privacy Policy.

No Affiliation

Internet Erasure Ltd is an independent company and is not affiliated with Google LLC, Microsoft Corporation (Bing), or the UK Information Commissioner's Office (ICO). All trademarks are the property of their respective owners.

Public Interest and Anti-SLAPP

We voluntarily follow the Solicitors Regulation Authority’s (SRA) Warning Notice on Strategic Lawsuits Against Public Participation (SLAPPs) as it may apply to all of our Right to be Forgotten and privacy work. We do not make unmeritorious requests or demands, or unreasonably threaten publishers or holders of information. All decisions and communications balance client interests with the public interest and the rule of law. We will not seek to silence lawful scrutiny, or restrict the public’s right to know, comment, or hold a reasonable opinion. We avoid intimidatory tone, blanket secrecy markings, inaccurate claims, or artificial urgency in correspondence.

Signposting & third-party referrals

On this website and during consultations we may recommend organisations or companies to you, these may include, but are not limited to, a wide range of charities and support organisations, along with ACAS, the Police, various regulators and private firms of various types. Any link or referral is provided in good faith for information only and is not an endorsement or guarantee. We do not control and are not responsible for third-party content, advice, or services. You remain responsible for deciding whether to engage any third party. Where we make a recommendation by sharing a link, verbally or in writing, we do so without any acceptance of liability. By accepting any such recommendation you acknowledge that it is made in good faith and you agree that we are not liable at any time for the outcome. If we receive any commercial benefit from a referral, we will disclose this to you.
Intellectual Property: 

All rights reserved. The following slogans and word combinations are used as unique brand identifiers and are protected under the trademark classes outlined below:
"Internet Erasure Ltd", "Internet Erasure", "Internet Erase", "Internet Eraser", "IE Law", "Internet Erasure – You Have the Right to Be Forgotten", "YOU have the Right to be Forgotten", "Right to be Forgotten Helpline", "Enforced Disclosure", "Sweep and Submit", "1st Impressions and 2nd Chances", "For a brighter future online", "SOS – Second Opinion Service", "Search Engines – The Discriminator’s Dream Come True", "DRESS for ONLINE SUCCESS", "We persist until we delist", ​"Crawler Bot" and "Know Yourself Check (KYC).

Additional Brand Assets and Creative Elements

The following logos, designs, brand identifiers, and other creative elements are proprietary to Internet Erasure Ltd and protected under the same trademark classes:
  • Head-and-shoulders silhouette logo
  • "Words flowing around eraser" logo
  • IE Crawler Bot logo
  • HEX colours #3089a4, #2f4d6c, #D32F2F and #02B16A
  • Proprietary imagery, video, audio, software, buttons, and user interface templates
  • Legal arguments, contracts, internal tools, and written content
  • The overall look and feel of this website and all other websites owned or operated by Internet Erasure Ltd
Unless otherwise stated, all logos, brand expressions, and content are protected as SM, TM and © 2022–2025 Internet Erasure Ltd and Internet Erasure Ltd trading as IE Law.

Trademark Classes

Our registered trademark protections apply to the following classes:
  • Class 9: Privacy software; privacy protection software
  • Class 35: Search engine optimisation services; SEO consultancy; public relations services; business and online community management
  • Class 42: Data security services; IT services relating to data protection
  • Class 45: Legal information services; legal advocacy; legal investigation and consultancy; services relating to data theft and identity theft

Domain names

Proprietary domains are registered for the maximum allowable period (currently 10 years) and are not due to expire until 2034, at which point they will automatically renew (click here to verify interneterasure.co.uk), (click here to verify interneterasure.com), (click here to verify interneterasure.net), (click here to verify interneteraser.co.uk), (click here to verify IELaw.co.uk), (click here to verify PoliceRecordRemoval.co.uk)
We actively monitor and enforce our intellectual property rights. Infringements will be addressed through appropriate legal action where necessary.
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Internet Erasure, provide a Right to be Forgotten service to remove damaging online content and improve your online reputation.