Not happy?

If something's gone wrong, we want to know. Here's how to raise a concern and what happens next. If you've had a problem with anything we've provided — a misleading guide, a disappointing helpline call, a billing issue, a broken template, or anything else — please tell us. Honest feedback is how we get better.

How to raise a complaint

Use our contact form and select "Complaint" as the subject. Include: Your name and email address

What the complaint is about (helpline call, template, website content, billing, something else)
When it happened and which service or page was involved
What outcome you'd like

Complaints go straight to Brad Askew. Or write to us at our registered office (see Contact).

What happens next

Within 3 working days — we'll acknowledge your complaint and let you know who's handling it.
Within 14 working days — we'll aim to provide a full response. If the matter is complex we'll tell you why it'll take longer, and give an updated timescale.
Resolution — most complaints are resolved by explanation, correction, or refund. If you're not satisfied with our response you can escalate (see below).

Complaints about helpline calls

The helpline service is provided by Law Express Ltd. If your complaint is specifically about a call — the adviser, the guidance given, or the call quality — it will be investigated jointly by us and Law Express. Law Express has its own complaints procedure which you can also follow directly.

If you're unhappy with the outcome after both routes have been exhausted, Law Express's guidance activity falls outside the Legal Ombudsman's remit (because it's general guidance, not regulated legal advice). But the Centre for Effective Dispute Resolution (CEDR) offers commercial mediation for unresolved disputes.

Complaints about templates

Document templates are supplied by Net Lawman Ltd. For issues specific to template content (errors, outdated clauses, download problems), Net Lawman operates its own complaints and money-back-guarantee process. Contact them directly via their site, and let us know too so we can follow up with them on your behalf.

Complaints about solicitors

We don't currently refer you to solicitors directly — our Find a Solicitor page directs you to the Law Society's free directory. Any solicitor you instruct has their own complaints procedure, and unresolved complaints about solicitors can be escalated to the Legal Ombudsman.

Our commitment

We take every complaint seriously, respond within the timescales above, don't hide behind small print, and use complaints to improve what we do. We log every complaint internally and review them quarterly as part of our service-quality review.