Terms of use

WEBSITE, MEMBERSHIP AND USER TERMS AND CONDITIONS

1. GENERAL

1.1. The RiskRemedy service is provided on behalf of RBS by Epoq Legal Ltd ("ELL") also referred to as "we" or "us", company number 3707955, whose registered office is at Middlesex House, 29 - 45 High Street, Edgware, Middlesex HA8 7UU and your contractual relationship for the service is with ELL.

1.2. Set out here are the terms and conditions ("the Conditions") that govern:

1.2.1. Your use of the website www.rbsriskremedy.co.uk ("the Website")

1.2.2. Membership of, or registration with, RiskRemedy

1.2.3. Use of the services provided or offered to members of RiskRemedy ("Member Services") or the pay per use services offered to registered users ("User Services").

1.3. Our Data & Privacy policy as detailed on the Website forms a part of the Conditions. It is important that you read and understand the Conditions before you start to use the Website. You can print and keep a copy for your reference. By using the Website, you indicate that you accept the Conditions and that you agree to abide by them. If you do not agree to the Conditions, please refrain from using the Website. If you do not agree to the Conditions, please refrain from using the website.

1.4. The Conditions (and all communications) are in English, and governed by and will be construed in accordance with English law, and the English courts shall have jurisdiction in any legal proceedings. We retain the right to bring proceedings against you for breach of the Conditions in your country of residence or any other relevant country.

2. USING THE WEBSITE

2.1. The content of the Website is provided for information only, and does not constitute advice or a recommendation to you that the products and services advertised on the Website are suitable for you or your individual circumstances.

2.2. Reasonable efforts will be made to keep the Website available for use; however, access is not guaranteed to be available all the time. We will not be liable for any periodic unavailability of the Website.

2.3. Due to the nature of the internet and the possibility of third party interference, the Website is not guaranteed to be free of all viruses and technical defects of any description. We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of the Website or to your downloading of any material posted on it, or on any website linked to it.

2.4. If there are links from the Website to other websites operated by third parties, we do not guarantee you will be able to access the other website via any link on the Website. We do not guarantee the content or accuracy of any third party's website, nor do we accept any responsibility for your use of that website.

2.5. We reserve the right to withdraw or amend the services we provide on the Website without notice. From time to time, we may restrict access to some parts, or all, of the Website.

2.6. We aim to update the Website regularly and may change the content at any time. Any of the material on the Website may be out of date at any given time and we are under no obligation to update such material.

2.7. You must not attack the website via a denial-of-service attack or a distributed denial-of-service attack.

2.8. You are responsible for making all arrangements necessary for you to have access to the Website. You are also responsible for ensuring that all persons who access the Website through your internet connection are aware of these terms, and that they comply with them.

Linking to the Website

2.9. You may link to our homepage, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

2.10. You must not establish a link from any website that is not owned by you. The Website must not be framed on any other site, nor may you create a link to any part of the Website other than the homepage. We reserve the right to withdraw linking permission without notice. The website from which you are linking must comply in all respects with the content standards set out in our acceptable use policy.

Acceptable use policy

2.11. When using the Website, or using the Member or User Services, you must comply with the provisions of our acceptable use policy.

2.12. This acceptable use policy applies to all users of, and visitors to, the Website.

2.13. Your use of the Website means that you accept, and agree to abide by, all the policies in this acceptable use policy.

2.14. You may use the Website only for lawful purposes. You may not use the Website:

2.14.1. In any way that breaches any applicable local, national or international law or regulation

2.14.2. In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect

2.14.3. For the purpose of harming or attempting to harm minors in any way

2.14.4. To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam)

2.14.5. To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware

2.15. You also agree:

2.15.1. Not to reproduce, duplicate, copy or resell any part of the Website

2.15.2. Not to access without authority, interfere with, damage or disrupt:

2.15.2.1. Any part of the Website

2.15.2.2. Any equipment or network on which the Website is stored

2.15.2.3. Any software used in the provision of the Website

2.15.2.4. Any equipment or network or software owned or used by any third party

2.16. We will determine, in our discretion, whether there has been a breach of this acceptable use policy through your use of the Website. When a breach of this policy has occurred, we may take such action as we deem appropriate.

2.17. Failure to comply with this acceptable use policy constitutes a material breach of the Conditions, and may result in our taking all, or any, of the following actions:

2.17.1. Suspension or termination of your access to Member or User Services (as applicable)

2.17.2. Issue of a warning to you

2.17.3. Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach

2.17.4. Further legal action against you

2.17.5. Disclosure of such information to law enforcement authorities as we reasonably feel is necessary

2.18. We exclude liability for actions taken in response to breaches of this acceptable use policy. The responses described in this policy are not limited, and we may take any other action we reasonably deem appropriate.

3. THE SERVICES

3.1. The Website offers a Subscription Service (the Member Services) and a Pay as You Go Service (the User Services).

3.2. The Member Services are available to Members and their authorised personnel.

3.3. The User Services are available to non-Members (and their authorised personnel if applicable) that have registered with us, and to Members (and their authorised personnel) with respect to individual services not covered by their subscription.

3.4. The User Services do not include access to the legal expenses insurance service.

4. SUBSCRIBING FOR MEMBERSHIP

4.1. RiskRemedy is an annual subscription-based membership and is for use by companies, firms and sole traders that are based in and operate in the United Kingdom.

4.2. The subscription fee ("Fee") is payable annually or in monthly instalments. If you select the monthly payment option when you subscribe, it will amount to a 12-month obligation to make such monthly payments. The current Fee is detailed on the "Subscribe now" page of the Website. In subscribing to RiskRemedy, you agree to pay the Fee at the rate applicable from time to time.

4.3. The Fee may be paid by credit card, debit card or direct debit. In providing us with card details, you warrant to us that you are an authorised user of the relevant card. By submitting bank account details, you warrant to us that you are an authorised signatory of that account.

4.4. Only when you have paid the Fee will you become a "Member" of RiskRemedy and receive a username and password to access the Member Services, including the Members' section of the Website ("Members' Area").

4.5. Once you are a Member, you will be entitled to receive a Welcome Pack containing details of the Member Services, access the Members' Area of the Website, and be able to use the Member Services for your use only. You shall not permit any other party to have access to the Members' Area or to use the Member Services. You shall not sell, license or otherwise commercially exploit any of the Member Services. If you breach this term, we can, without notice, revoke your username or password and refuse access to all or any part of the Website.

4.6. The current Fee for renewals will be advised to you by email at least two weeks before your renewal date as detailed on the homepage of the Website, and may be varied from time to time. If you do not cancel your membership within four weeks of us sending you a renewal notice, and/or you use the Member Services after your renewal date, your subscription will automatically be renewed for a further 12 months upon the terms and conditions (as amended) that apply at the date of renewal, and you will be deemed to have accepted the obligation to pay the relevant renewal Fee for a further year of membership.

4.7. If you do not pay the Fee for whatever reason, then we will end your membership of RiskRemedy unless such reason is outside your reasonable control.

4.8. We reserve the right not to accept an application for membership of RiskRemedy for any reason and without giving any explanation.

4.9. You have 14 days from the date you subscribe to cancel your membership and any Fee already paid will be refunded. Please note, if you start to use any Member Service during the cancellation period, you will no longer have the right to cancel your membership.

To cancel you can give us notice:

by telephone: 0345 838 0378 or

by e-mail: support@rbsriskremedy.co.uk or

by post to:

Customer Relations
RBS RiskRemedy
Middlesex House
29 - 45 High Street
Edgware
Middlesex
HA8 7UU

5. REGISTERING FOR USER SERVICES

5.1. In order to have access to the User Services you must register with us.

5.2. If you are an individual, you must be aged 18 years or over to use the User Services.

5.3. Only when you have registered on the Website will you receive a username and password to grant you full access to the Client Area (the "Client Area") of the Website and be able to use all of the User Services.

5.4. The User Services are for use by your authorised personnel only.

5.5. You shall not permit any other person to have access to the User Services or Client Area or to use the User Services.

5.6. You may not use (other than as is expressly or impliedly licensed), resell, reverse engineer, decompile or otherwise modify any software. If you breach this term, we can without notice revoke your username and password and refuse access to the Client Area of the Website.

6. WHO PROVIDES THE MEMBER AND USER SERVICES

6.1. The Member and User Services, which are provided on the service providers' own terms and conditions, are currently provided by the following service providers:

The law guide, Document Preparation Service and the technical support helpline:

Epoq Legal Ltd ("ELL") (registered number 3707955) registered office Middlesex House, 29 - 45 High Street, Edgware, Middlesex, HA8 7UU;

Legal review of documents created using the Document Preparation Service and telephone legal advice:

MyLawyer Solicitors LLP. MyLawyer Solicitors LLP is a limited liability partnership registered in England and Wales under number OC376661 and whose registered office is at Middlesex House, 29-45 High Street, Edgware, Middlesex, HA8 7UU. MyLawyer Solicitors LLP is authorised and regulated by the Solicitors Regulation Authority. Its SRA number is 569955.

Legal expenses insurance:

This insurance is issued in the United Kingdom by Cigna Legal Protection (which is a trading style of Cigna Insurance Services (Europe) Limited), and underwritten by Cigna Europe Insurance Company S.A.-N.V.

6.2. The Member and User Service providers may change from time to time to help maintain or improve the Member and User Services.

6.3. Any claim in respect of breach of contract or for negligence or in any other way for the provision or failure to provide a Member or User Service shall be against the applicable provider of the Member or User Service.

7. MEMBER AND USER SERVICES

The Member Services currently available to Members, and the User Services currently available to Users, are detailed on the Website.

8. THE SERVICES

The law guide

8.1. The information contained in the online law guide is for guidance only and is not to be construed as advice.

8.2. Although every effort is made to ensure that the law guide is accurate and reflects the law at the time of use, it may or may not reflect current events or changes in the law.

8.3. Before you act or rely on the law guide, you should take advice. We disclaim all liability for actions taken or not taken based on the law guide.

Document Preparation Service

8.4. The online document preparation service ("the Document Preparation Service") is provided by us. It does not provide legal advice nor does it represent a legal service. It is designed to collect relevant information and data to assist in the preparation of a legal document ("the Document") from a document template.

8.5. The Document Preparation Service uses a document assembly and drafting system ("the System").

8.6. When using the Document Preparation Service you will be asked a series of questions by the System. The answers you give will dictate the content of the Document produced by the System from the document template. You alone are responsible for ensuring the answers or any information that you give are correct (this includes information in relation to the identity of any parties or signatories, their age or capacity). The System relies on you providing the correct information. You must carefully check that the Document produced fully reflects your wishes. If it does not, you should not execute it.

8.7. All Documents should be used in conjunction with proper advice as to their suitability for your particular requirements and circumstances. Neither we nor MyLawyer Solicitors LLP can be responsible if you use a Document, or alter or amend it, without seeking proper advice.

8.8. We disclaim all liability for actions taken or not taken based on a Document.

8.9. It is your responsibility to ensure that any Document is properly executed in accordance with any instructions that are provided to you.

8.10. The document templates available on the Website from which Documents can be created by you using the System have been prepared by us. Please note that these document templates have been prepared to produce Documents that comply with the law of a particular jurisdiction only, as is clearly indicated on every document template. These jurisdictions are either that of England and Wales, Northern Ireland or Scotland. A reference in these Conditions to the "chosen jurisdiction" is a reference to the jurisdiction chosen by you when selecting a template and/or while using the System to create a Document from a template.

8.11. If any person or entity that is to sign a Document is outside the chosen jurisdiction, it is your responsibility to ensure that any Document is properly executed in accordance with the requirements of that jurisdiction where those requirements prevail.

8.12. Documents are prepared for use in accordance with the law of the chosen jurisdiction. You should not use them in any other jurisdiction, or if the property the Document deals with is outside the chosen jurisdiction.

8.13. We recommend that before reusing a Document you check the Website to ensure that you have the latest version. If we have replaced it with a revised version, we recommend that you upgrade to the latest version.

8.14. Documents completed online will be stored for a maximum period of six years. After this period you may not be able to obtain online access to your Documents, and they may be deleted. We reserve the right to levy a reasonable recovery charge in respect of any Documents that are capable of being recovered. If you have not logged in to the Website for a period of twelve months or more, then we reserve the right to store your Documents offline and levy a reasonable recovery charge for you to access them again.

8.15. Neither we nor MyLawyer Solicitors LLP will have any responsibility for the following:

  • Verifying your authority or capacity to create a Document, or your answers or any information given by you when using the Document Preparation Service
  • Proofreading data you have input for typographical errors
  • Any alterations made by you or on your behalf to a Document once it has been made available to you
  • The Limited Engagement (see below) provided by MyLawyer Solicitors LLP
  • Supervising or checking the due and proper execution of any Document
  • Any use of a Document or execution of a Document by a person or entity outside of the chosen jurisdiction
  • Any adverse consequences if you use any Document without taking appropriate legal advice as to its suitability for your particular circumstances
  • Undertaking any future review of any document or for providing any ongoing advice, legal or otherwise, as to the continued effectiveness for legal, taxation or any other purpose of any Document

Recording and monitoring of telephone calls

8.16. To ensure that we carry out your instructions accurately, and to help us continually improve our service, telephone calls between you and Member and User Service providers may be recorded and monitored.

Legal document review

8.17. This service is provided by MyLawyer Solicitors LLP. It is provided only as part of a Limited Engagement.

8.18. Once a document has been drafted using the Document Preparation Service, you may send it electronically for review by MyLawyer Solicitors LLP (who may contact you by telephone to clarify your requirements). When discussing a document with MyLawyer Solicitors LLP over the telephone, you must have it visible on-screen or printed out.

8.19. When MyLawyer Solicitors LLP advise you on the preparation of any Document they will exercise reasonable skill and care in the provision of this service to you in accordance with their engagement letter. They will perform their work as quickly as is reasonably possible, but shall not be liable in respect of any failure to meet any specified deadline or completion date.

8.20. A Limited Engagement is so called because there are limitations on the work that MyLawyer Solicitors LLP will do, as follows:

What MyLawyer Solicitors LLP will do

8.21. The scope of their work is:

  • To indicate to you whether or not they are satisfied, based on the answers that you gave the System, that the Document is effective, so far as has been disclosed, to meet your requirements and suitable for your circumstances.
  • If necessary, to amend the Document to ensure that it is suitable for your disclosed requirements and circumstances.

8.22. To that intent, MyLawyer Solicitors LLP shall:

  • Review the answers you gave the System;
  • Review the Document;
  • Engage in reasonable correspondence and/or communications with you. Subject to the fair usage policy (see below), they will endeavour to respond to your correspondence and communications as fast as they can, but do not guarantee any particular response time.

What MyLawyer Solicitors LLP will not do

8.23. MyLawyer Solicitors LLP will not have responsibility for, and exclude liability for:

  • Undertaking any investigation of your particular circumstances beyond those that you disclosed in the answers that you gave the System, or that you conveyed to them via subsequent communications;
  • The provision of legal advice about the suitability of the Document to your particular circumstances save to the extent that they are disclosed by the answers that you gave the System and/or in any subsequent communications with them;
  • Verifying your answers or any information given by you when using the Document Preparation Service;
  • Proofreading data you have input for typographical errors;
  • Any alterations made by you or on your behalf to a Document after it has been approved by them, unless such alteration is approved by MyLawyer Solicitors LLP;
  • Supervising or checking the due and proper execution of any Document;
  • Any use of or execution of a Document by a person or entity outside of the jurisdiction in which they operate;
  • Any adverse consequences if you use any Document without taking appropriate legal advice as to its suitability for your particular circumstances from them;
  • Undertaking any future review of any Document or for providing any ongoing advice, legal or otherwise, as to the continued effectiveness for legal, taxation or any other purpose of any Document.

Work outside the scope of the Limited Engagement

8.24. If MyLawyer Solicitors LLP at any time, consider that it will be impractical or inappropriate to continue their work on the basis of the Limited Engagement, or that any work you want them to do falls outside the scope of the Limited Engagement, they will tell you straightaway and discuss with you your options.

8.25. If you do not use the Legal Document Review Service within 12 months of creating a Document you will not be able to obtain access to it with respect to that Document thereafter.

Helpline

8.26. The telephone helpline for legal advice will be available in accordance with the times advertised on the Website. You may contact the helpline on the number provided from time to time. Maximum call charge from a BT landline is 4p per minute. Calls from other networks may vary. Calls may be recorded.

8.27. The helpline is provided by MyLawyer Solicitors LLP.

8.28. We will not have any responsibility or liability for the helpline.

8.29. Helpline services are provided on the following terms and conditions:

  • All advice is given in good faith and is based upon the information supplied by you during the call. MyLawyer Solicitors LLP cannot be held liable for any loss suffered if inaccurate or incomplete information is given. MyLawyer Solicitors LLP may ask questions to elicit information to assist them in answering your questions, but they are not obliged to do so and a failure by them to ask questions that may have altered their advice will not incur any liability on their part.
  • Advice is provided solely by telephone and will not be provided in writing.
  • Advice given is specific to the individual issue being discussed and is not intended to be applied to other situations. If you do so then it is at your own risk.
  • The helpline does not include:

    • drafting or amendment of documents or clauses;
    • preparation of letters; or
    • supporting you through litigation when MyLawyer Solicitors LLP are not directly instructed.
  • Helpline services will be withdrawn immediately if:

    • You are rude or abusive to MyLawyer Solicitors LLP staff; or
    • You facilitate the use of the helpline by unauthorised persons.

Fair use policy

Fair use restrictions applicable to each Limited Engagement

8.30. MyLawyer Solicitors LLP will aim to complete a Limited Engagement quickly and efficiently. They expect that in most cases the work that they undertake as part of a Limited Engagement will take no more than one hour in total. They reserve the right to manage a Limited Engagement to ensure that, so far as possible, that expectation is fulfilled.

8.31. What this means in practice is as follows:

  • MyLawyer Solicitors LLP will expect that correspondence and communications between you and them will take place by email or by telephone. They are not able to offer face-to-face interviews.
  • They may limit the extent to which they engage in communications with you or to which they respond to correspondence from you if they reasonably consider that to do so would be incompatible with the efficient conduct of a Limited Engagement.
  • You may provide them with additional information about your requirements and circumstances beyond that revealed by the answers that you gave the System, but they reserve the right to terminate a Limited Engagement at any time if, by reason of the volume and/or complexity of that additional information, they reasonably consider that it is impractical or inappropriate to continue to work on the Document on the basis of that Limited Engagement.
  • They may decline to deal with, as part of a Limited Engagement, any requests, issues or questions made or raised by you if they are not essential to their work on the Document.

Fair use restrictions applicable to use of the helpline

8.32. Your use of the helpline is subject to fair use in line with its intended purpose. As a guideline, any question asked on the helpline should be answerable within approximately 20 minutes.

8.33. MyLawyer Solicitors LLP shall have no obligation to provide advice to you through the helpline if, in their absolute discretion, a question being asked by you is outside the scope of the helpline service or if it is inappropriate to deal with your question through the helpline (for example, if it is a complex issue that requires a face-to-face meeting or if you need written advice or a document drafted).

8.34. In this event, MyLawyer Solicitors LLP will inform you immediately during the call and discuss with you your options.

8.35. If, in MyLawyer Solicitors LLP's absolute discretion, they consider that you have made, or are making, inappropriate or excessive use of the helpline, your access to it may be restricted or suspended (either for a fixed period or indefinitely), or conditions may be imposed upon your access to the helpline, which may include a condition of payment or an additional charge.

8.36. You will be notified before any such action is taken.

Legal expenses insurance

8.37. Details of the cover provided by the legal expenses insurance, including terms and conditions and how to claim, are detailed on the Website.

No solicitor/client relationship

8.38. No solicitor/client relationship is established by use of the Website. Sending or receiving information through the Website does not establish a solicitor/client relationship. MyLawyer Solicitors LLP will, where applicable, establish a solicitor/client relationship with you only by your express or implied acceptance of their engagement letter and their confirmation of their agreement to act for you after conflict checking and other verification processes have been completed.

Website Access facility

8.39. We have a facility that enables us to access your account, or any Documents you have created or started, and perform actions as if we were you. We will only ever use that facility when it is necessary in order to action a support request that you have made to us, whether by email or by telephone. You consent to us using this facility in this way when you accept the Conditions. By accepting the Conditions, you also agree to comply with the instructions we may give you to ensure that the use of this facility is effective. For the avoidance of doubt, we shall not ever, unless you are on a telephone call with us at the time and specifically provide your consent, use this facility to accept any contractual terms or other legal acknowledgements, or to make any payments, on your behalf.

9. LIMITATIONS

9.1. The following provisions set out our entire financial liability (including any liability for the acts or omissions of our respective employees, agents and sub-contractors) to you in respect of:

  1. any breach of the Conditions;
  2. any representation, statement or tortious act or omission (including without limitation negligence) arising under or in connection with the Conditions, the Website or the Member or User Services.

9.2. Except as expressly and specifically provided in the Conditions, all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from the Conditions.

9.3. Nothing in the Conditions shall exclude or limit:

  1. liability arising from death or injury to persons caused by negligence;
  2. liability arising as a result of fraud or gross negligence to which no limit applies.

9.4. We shall not be liable for:

  1. any loss resulting from the provision of any of the Member or User Services by other Service Providers
  2. any loss for which liability is disclaimed elsewhere in the Conditions; or
  3. loss of profits; or
  4. loss of business; or
  5. depletion of goodwill or similar losses; or
  6. loss of anticipated savings; or
  7. loss of goods; or
  8. loss of use; or
  9. loss or corruption of data or information; or
  10. any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses.

9.5. If we are held liable to you for any loss or damage, such liability shall in all cases be limited to the payment of an amount not exceeding £50,000, including costs and expenses in respect of any one claim. For the avoidance of doubt, a claim shall be defined as a claim or a series of claims (whether by one or more claimant) arising from, or in connection with, or attributable to, any one act, error, omission or originating cause or source or the dishonesty of any person or group of persons acting together, and any such series of claims shall be deemed to be one claim for all purposes under this clause. RBS takes no responsibility for the services provided under RiskRemedy and excludes any and all liability in contract or law to the fullest extent possible.

9.6. You acknowledge that the above exclusions and or limitations are reasonable having regard to the role of RiskRemedy, the cost of subscribing to become a Member of RiskRemedy and of the Member Services, or the cost of the User Services (as applicable).

10. INTELLECTUAL PROPERTY

10.1. Membership of RiskRemedy, registration for User Services, use of the Website and the Member and User Services are subject to the notices of ownership of intellectual property rights detailed from time to time on the Website.

10.2. All rights in the design, text, graphics and other content and materials on the Website are the copyright of Epoq Group Ltd ("EGL") (4265146) or Epoq Legal Ltd ("ELL") (3707955), both of whose registered office addresses are at Middlesex House, 29-45 High Street, Edgware, Middlesex, HA8 7UU, or Royal Bank of Scotland Plc.

10.3. "Rapidocs" and the "Rapidocs" logo are UK-registered trademarks of Epoq Group Ltd (4265146), registered office Middlesex House, 29 - 45 High Street, Edgware, Middlesex HA8 7UU.

10.4. Rapidocs software featured on the Website is copyright of Epoq Group Ltd. Reproduction of part or all of the content of the Website and the documents that form part of the Document Preparation Service in any form is prohibited, other than in accordance with the terms detailed herein or in the licence in the documents. Other software reproduced in and on the Website is also copyright Epoq Group Ltd. You may not use (other than as is expressly or impliedly licensed) resell, reverse engineer, decompile or otherwise modify such software.

10.5. Some of the document templates offered on the Website include public sector information licensed under the Open Government Licence v2.0. Subject to that, copyright in the law guide and the documents templates belongs to Epoq Group Limited (EGL).

10.6. "RiskRemedy", "NatWest RiskRemedy" and "RBS RiskRemedy" are all trademarks of Royal Bank of Scotland plc.

11. OTHER CONDITIONS

11.1. ELL and other Member or User Service providers shall not be liable for any failure to provide, or delay in providing, any service resulting from circumstances or events outside of our (or their) control, for example due to strikes or other industrial disputes, breakdown of systems or network access, fire or explosions, and power failure.

11.2. If any part of these Conditions (and/or notices on the Website) are found to be invalid or unenforceable, then such part will be deemed replaced by a valid and enforceable provision that most closely matches the intent or the original part, and the remainder of the Conditions (or notice) shall continue in full force and effect.

11.3. We reserve the right to change the terms, conditions and disclaimers under which the Website or any Member or User Service is offered. You are expected to check the Conditions on the Website from time to time to take notice of any changes we make, as they are binding on you. If you are a Member, this right shall not affect the existing terms and conditions accepted by you upon subscribing to be a member of RiskRemedy; however, upon renewing your annual subscription to be a member of RiskRemedy, your membership of RiskRemedy will be upon these terms and conditions as amended.

11.4. You may not assign, subcontract or otherwise transfer any rights or obligations under these Conditions, whether in whole or in part, without our prior written consent. We shall be able to assign the benefit of all or part of the Conditions to any company or other entity which is from time to time a subsidiary or a holding company within the meaning of Section 1159 of the Companies Act 2006 or a subsidiary of a holding company.

11.5. Should you have reason to complain, you may do so by telephone, or in writing by email or post. If you have a complaint, please contact us directly and your complaint will be investigated fully by our customer relations team and will receive a prompt reply.

If you wish to lodge your complaint verbally, you may do this by calling 0345 838 0378 and selecting the customer support option. Alternatively contact us via

email: support@rbsriskremedy.co.uk

or by post to:

Customer Relations
RBS RiskRemedy
Middlesex House
29 - 45 High Street
Edgware
Middlesex
HA8 7UU

RiskRemedy will use reasonable endeavours on your behalf to assist you in resolving your complaint.

If you are not satisfied with the way your complaint has been handled, you may ask for the complaint to be reviewed by the General Manager of RiskRemedy at the above address.

11.6. No forbearance or delay by us in enforcing the provisions of these Conditions will prejudice the rights, powers or remedies available to us, and such rights, powers or remedies will be cumulative.

11.7. Headings in these Conditions are for convenience only and shall not affect their interpretation.

11.8. These Conditions represent the entire agreement between us, and neither of us shall attempt to rely upon any prior understanding or representation which may have been made.