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.

"Our satisfied clients have become our marketing department"

Internet Erasure Ltd is a specialist legal practice focused on the Right to be Forgotten under Article 17 UK GDPR and EU GDPR, together with other lawful mechanisms for removing online content to restore privacy and reputation. Our work focuses on privacy, data protection and online reputation law, including legal submissions to search engines, publishers and online platforms.

Joy Martin, LLB, is the Legal Submissions Manager at Internet Erasure Ltd. She specialises in privacy, data protection and online reputation law, overseeing the preparation and quality assurance of submissions made under Article 17 UK GDPR and the Right to be Forgotten, helping to ensure that each case is supported by clear legal argument, relevant case law and appropriate evidence before submission.

Since February 2022, Internet Erasure Ltd has acted in more than 1,450 Right to be Forgotten matters. This work has given the firm extensive real-world experience in Article 17 UK GDPR, privacy, data protection and online reputation law. The firm has also received hundreds of independently verified reviews across Google and Trustpilot.

The Right to be Forgotten service provided by our specialist legal team is recommended by charities, support organisations, companies, family offices and private individuals. A selection of those recommendations is featured below.

Further information about our legal and regulatory status, fees and payment terms, communications, privacy policy and working practices is available at About our Practice and Standards.

Internet Erasure® is a registered UK trade mark. Trade Mark Registration Number: UK00004127722 

Internet Erasure Ltd is a company registered in England and Wales. Company Registration Number: 13916445

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

Content across this website is prepared by the Internet Erasure Ltd team and reviewed periodically by Joy Martin, LLB, Legal Submissions Manager at Internet Erasure Ltd, to help ensure that it remains legally accurate and up to date.
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