If you are dissatisfied with a service provided by RUE, please let us know. This procedure explains how to submit a complaint, what information will help us review it and what happens next.
Submitting a complaint and having it reviewed under this procedure is free of charge. You do not need legal representation or detailed knowledge of your agreement to raise a concern.
1 How to submit a complaint
You can submit a complaint using the form below or by emailing info@rue.ee. Please identify the legal entity that provided the service, if known. You can find this information in your agreement or invoice.
Legal services are provided by Regulated United Europe OÜ, except for legal services in the Czech Republic, which are provided by Company in Czech Republic s.r.o., and legal services in Poland, which are provided by Company in Poland Sp. z o.o.
Your complaint will be directed to the relevant service provider. If you are unsure which company is responsible, describe the service and provide any available agreement or invoice reference so that we can identify the engagement.
2 What to include
Please provide your name, contact email and a description of the issue. Where available, include the service concerned, relevant dates, agreement or invoice reference, consultant’s name and supporting information. Please also explain the outcome you are seeking, if you have a particular resolution in mind.
You do not need to identify a specific breach of contract or cite a legal provision. Missing non-essential information will not, by itself, prevent us from reviewing your complaint. If you are acting on someone else’s behalf, we may request confirmation that you are authorised to do so.
3 Supporting documents and personal information
Please provide only documents and personal data relevant to your complaint. Where possible, redact unrelated information about other people. Do not submit passwords, payment card security codes or other authentication credentials. If your complaint requires sensitive documents, contact us first so that we can agree an appropriate way to receive them.
Information about how personal data are processed is available in our Privacy Policy.
Submit a complaint
You can also submit your complaint by emailing info@rue.ee.
4 What happens after you submit a complaint
We aim to acknowledge receipt and provide an initial response within three business days. Our initial response may resolve a straightforward issue, request further information or explain how the complaint will be reviewed. It is not necessarily our final response.
We review the relevant agreement, correspondence, work performed and any information you provide. Where appropriate, we also seek clarification from the people involved. Where practicable, the review is carried out by someone who was not directly responsible for the matter complained about.
We aim to respond substantively without undue delay. If the review requires more time, we explain the reason and provide an expected response date. We keep you informed if that date changes. Any mandatory response deadline under applicable law takes precedence over our internal arrangements.
5 Our response
Our response will explain the issues reviewed, our findings and reasons, any action proposed, the expected timetable for agreed corrective action and how you can request a further review if you remain dissatisfied.
Where a complaint concerns fees or a refund, we assess it against the agreed scope of services, work performed, expenses incurred, contractual commitments and applicable law. If corrective action or a payment adjustment is appropriate, we explain the proposed arrangements in writing.
6 If you remain dissatisfied
You may reply to our response and request a further review. Please explain which points remain unresolved and provide any additional information you would like us to consider. Where practicable, a further review will be undertaken by a different responsible person or a member of management.
This internal procedure does not restrict your right to seek independent advice or pursue remedies available under applicable law, including through a competent court, supervisory authority or applicable alternative dispute resolution body. Where the law requires us to identify a relevant dispute resolution body or provide information about our participation in such a procedure, we will provide that information.
You are not required by this page to complete our internal complaints procedure before exercising a right that the law allows you to exercise directly. Do not assume that submitting a complaint pauses a statutory limitation period or another legal deadline.
7 Fair handling and confidentiality
We handle complaints respectfully and assess them on their merits. Raising a complaint in good faith will not, in itself, result in adverse treatment.
Complaint information is shared only where necessary to investigate and respond, obtain professional advice, comply with legal obligations or establish, exercise or defend legal claims. Submitting a complaint does not authorise us to publish your name, documents or the details of your matter as a testimonial or case study.
8 Contact
For complaints and questions about this procedure, please contact info@rue.ee. Include your agreement, invoice or previous complaint reference, if available, so that we can identify the matter.
