Complaints Policy

We value all of your feedback, both good and bad, and we really appreciate the time you spend telling us if there is something you are not happy with, no matter what it relates to. Your feedback helps our company to improve and evolve - and it has played a significant part in building the ethos and culture that we have today.

We place a great deal of importance on listening to you. You can therefore be certain that if you do have a complaint, we will do our best to resolve it as soon as possible.

Our priority goal is to ensure that you are completely satisfied with your order.

This complaints policy sets out how you can contact us if you are unhappy with the service you have received, and how we will deal with your problem. It also sets out your legal rights under English law.

Quality complaint

If your complaint is with the quality of the work you have received from us, please contact our amendments department within seven days*, setting out what the problem is in as much detail as possible.

If you email us about the quality of your work outside of the amendments period, please be aware that any remedies we offer you are discretionary under our terms and conditions. However, we will always give the same level of attention to your complaint as we would if you had emailed us within the amendments period.

* Customers can extend this period to 93 days when placing their order

Response time

We will endeavour to acknowledge all emails that have been received during working hours the same day.

At our most busy times of the year we will occasionally acknowledge emails that have been received during the last two hours of the day, the following working day.


If we believe that your complaint is justified, we will pass this to your writer for amendment, without charge.

If we believe that your complaint is not justified but is something relatively minor (for example, it is something you forgot to mention in your order like a particular referencing style) we will pass this to your writer for amendment and we will cover most of the cost of the additional work.

If we believe your complaint is unjustified, we will email you to give you reasons for our concerns, or to ask you for more information. We may give you the opportunity of having the work amended for a small fee.

If we cannot reach an agreement with you about your complaint, we will appoint another expert to look at the work for you. The expert will complete a pro-forma Assessment Sheet, which we will send to you once completed. We will pay for the cost of their report. If the outcome confirms that your complaint was justified, we will have the work amended for you, without charge. If the outcome confirms that your complaint was not justified, we will try to reach an agreement with you, with our overall objective being that you leave us a satisfied customer.

If the complaint relates to a piece of work that could no longer be amended - for example, because your deadline has passed - we will investigate your complaint in the same way as we would for amendments requests. If we believe your complaint is valid, we will work with you to reach a satisfactory resolution. We may offer you a part or full refund, or a credit against a future order.

Response time

We will endeavour to acknowledge all emails that have been received during working hours the same day.

At our most busy times of the year we will occasionally acknowledge emails that have been received during the last two hours of the day, the following working day.


We will first ensure that your complaint is directed to the correct department. You will then be assigned a contact, who will deal with your complaint from start to finish. This will usually be the department manager. Your contact will acknowledge and investigate your complaint, and will likely contact you for further information. They will keep you informed of any action that has been taken, and they will attempt to resolve the matter with you, with the overall objective being to ensure that you leave us completely satisfied and return to us should you need to use our services in the future.

What if I'm still not happy?

If you're not happy with the way any member of our team has handled your complaint, you can write to our Management Team at management [@] Just send your letter to our enquiries email address and mark your complaint for his attention.

Should I take legal action?

We're a UK registered company and we're subject to UK law. You can therefore take your case to the Courts if you don't feel we've been fair. We hope that no customer ever feels they have to take this action, as our goal is to ensure that every customer leaves us entirely satisfied with their experience. For this reason, we ask that you contact us with your complaints before considering any further action.

Please remember that going to court should always be your very last resort, after you have exhausted all other possible avenues. Legal action is expensive and time consuming, for everyone involved. The Courts are overburdened and they do not like people wasting their time - an example of this would be issuing a claim without telling us you are unhappy. In such cases, the Courts may take the view that you haven't tried to resolve your dispute first, and may ask you to pay our costs - even if you win your case.

Your first step should therefore be to contact us by email or through your online account and make us fully aware of your complaint. Set out the details of your order and why you think you have been treated unfairly.

If you don't receive a reply within 2 working days, call us - it may be that we haven't received your email so have the details of to whom you sent the email to and what time you sent it to hand. Ask who is dealing with the matter and when you can expect a reply. Make sure you take the name of the person who answered the phone and make a note of the time you called.

If the reply you receive is not satisfactory, contact our Management Team. Make sure you receive a personal reply or phone call - if you don't, follow this up by telephone. Ask for confirmation that they received your message - if not, relay it again. This process is essential to ensure you've given us fair notice of your complaint, and to allow us to resolve it for you.

If at this stage you still feel the matter has not been dealt with satisfactorily, consider how it can be resolved. Could we, for example, submit the matter to an independent expert to decide? Try and propose a resolution that is fair to both parties.

What are my legal rights?

We set out in a contract (also called an 'agreement' because it signifies what we have agreed with you) the terms and conditions under which we provide our services to you. This contract is on our website under 'Terms and Conditions' and there is a link to it at the bottom of the order form.

You have a number of legal rights under this contract, including:

Cancellation period for services

As your contract with us is for services that are unique in nature, you cannot cancel the contract after work on your order has started. You therefore do not have the usual seven-day cooling off period that applies to most contracts that are concluded at a distance. The Consumer Protection (Distance Selling) Regulations 2000 allow this exception where performance of the contract begins, with your consent, before the end of the usual cancellation period, where we have provided the written confirmation and additional information before commencing performance of the services (including information that the cancellation rights will end as soon as performance of the contract begins).

Further help

Our contract is written in plain English where ever possible. However, if you do not understand any part of it, please do email enquiries [@] and ask for an explanation.

Regardless of what we have agreed on in our terms and conditions, our ultimate goal is that every customer leaves us entirely satisfied with their experience. So whilst, for example, the contract gives you 7 days in which to contact us to request amendments, we will usually look at amendments requests outside of this period and action them where they are justified.

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