Common questions
Useful answers, not sales questions.
Do I pay before you look at my problem?
No. The initial review is free and does not require payment details.
Is my enquiry reviewed by a person?
Yes. Every initial enquiry is allocated to a real person who decides whether we believe we can help. Technology may assist with organising information internally, but it does not make the acceptance or rejection decision.
Do you provide telephone advice?
Our normal service is online and in writing. If we believe a scheduled telephone conversation would genuinely help, it may be offered separately and is likely to incur an additional fee.
Can you guarantee the outcome?
No. We can help organise and present a case, but no responsible service can guarantee how another organisation, regulator, ombudsman or court will respond.
Will you publish my letters in the Case Library?
No. Real cases may be used only in anonymised form where appropriate, and our normal approach is to explain the problem, reasoning, steps and outcome rather than publish the complete correspondence prepared for the customer.
What if you cannot help?
We will tell you. Where practical we will point you towards a more appropriate free, regulated or specialist source of help.