Complaints Procedure

Last updated: 5 June 2026

1. Purpose

We take complaints seriously. This procedure explains how to raise concerns about our website, published guides, customer communications, or data handling practices.

2. How to make a complaint

Please provide as much detail as possible, including dates, page URLs, and order references where relevant. Contact us by:

3. What happens next

  • Acknowledgement: Within three working days of receipt
  • Investigation: We review your complaint and any related records
  • Response: A written outcome within fifteen working days in most cases
  • Escalation: If you remain dissatisfied, you may request a senior review within ten working days of our response

4. Complaints about paid products

For disputes relating to paid PDF guides or consultation summaries, we will also consider your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. See our Return Policy for refund eligibility.

5. Complaints about data protection

If your complaint concerns personal data, we will handle it under our Privacy Policy. You may also lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

6. Alternative dispute resolution

We are not obliged to use an alternative dispute resolution provider. However, UK consumers may seek guidance from the Citizens Advice consumer service. For cross-border disputes within the EU, the European Commission ODR platform remains available at ec.europa.eu/consumers/odr.