our complaints policy

Last updated: 7 November 2026

1.0 Introduction

At London Law Tutor, we value all feedback about our services, whether positive or negative. Positive feedback helps us build on what works, and complaints help us put problems right and stop them happening again.

This policy explains how to make a complaint, how we will deal with it, and your legal rights under the law of England and Wales. In this policy, “we”, “us” and “our” mean London Law Tutor Ltd and its trading names. It should be read together with our Terms and Conditions and Privacy Policy.

2.0 How to make a complaint

You can complain about any aspect of our services, including tutoring, courses, consultancy, marking, proofreading, written materials, billing or how we have handled your personal data. You can contact us in whichever way suits you best, and you do not need to use any particular form or wording:

Rabiya Jamil - Business Development Executive - WhatsApp: +447549525230 - Telephone: +447444539065 - Email: rabiya@londonlawtutor.com

You can also email enquiries@londonlawtutor.com or write to us at Berkeley Square House, Berkeley Square, London W1J 6BD.

To help us deal with your complaint quickly, please tell us your name and contact details, your order or invoice details, what went wrong, and what you would like us to do to put it right. Please send us copies of any relevant documents.

3.0 What happens next

3.1 We will acknowledge your complaint within 2 working days and tell you who is dealing with it. That person will handle your complaint from start to finish.

3.2 We will investigate your complaint straight away. We may contact you for more information and will keep you informed of our progress.

3.3 We aim to send you a full written response within 14 days. If your complaint needs more time to investigate, we will tell you why and when you can expect our response, which will normally be within 28 days.

3.4 Our written response will explain what we found, what we will do to put things right, and what you can do if you are not satisfied.

3.5 If you have not heard from us within these times, please call or WhatsApp us, as your message may not have reached us.

4.0 Putting things right

If we find that we have got something wrong, we will offer a fair remedy, in line with your legal rights. Depending on the circumstances, this may include:

• repeating or rearranging a session, or amending written materials, free of charge;
• allocating a different tutor, consultant or writer at no extra cost;
• a partial or full refund; and
• an explanation and an apology, together with the steps we will take to stop it happening again.

If we decide your complaint is not justified, for example because the work matches the specification in your original Order, we will explain our reasons in writing. Where you would like changes that go beyond your original Order, we may offer to make them for a fee, which we will always agree with you first.

5.0 Complaints about written materials

If materials we deliver do not meet the specification in your Order, please tell us, ideally within 7 working days of delivery, giving precise details of the changes needed. This allows us to put things right while your deadline is still ahead of you. We will amend the materials free of charge to meet your original specification. This timescale is for our free amendment service only. It does not limit your legal rights, and we will still consider any complaint you make after this period.

6.0 Complaints about your personal data

If your complaint is about how we have used your personal data, we will acknowledge it within 30 days as required by the Data Protection Act 2018 (and we aim to do so within 2 working days), take appropriate steps to investigate it without undue delay, keep you informed of progress and tell you the outcome. If you remain unhappy, you can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113.

7.0 If you are still not satisfied

7.1 Alternative dispute resolution. If we cannot resolve your complaint, you may refer it, within 12 months of our final response, to London Arbitration Centre Limited, an alternative dispute resolution (ADR) body approved by the Chartered Trading Standards Institute. Its service is free for consumers, and we agree to be bound by its decision. Website: www.londonarbitrationcentre.com, telephone: 020 3287 4003, email: adr@londonarbitrationcentre.com, post: LAC Postal Communications, 62 Tunstall Drive, Accrington BB5 5DG.

7.2 Free advice. You can get free, impartial advice about your rights from the Citizens Advice consumer helpline on 0808 223 1133 or at citizensadvice.org.uk.

7.3 The courts. As a company registered in England and Wales, we are subject to the law of England and Wales, and you may take your claim to court. Most consumer claims of up to £10,000 are dealt with in the small claims track of the County Court. Before starting a claim, the courts expect both sides to try to settle the dispute, so please give us the chance to resolve your complaint first. Using our complaints procedure or ADR does not stop you from going to court.

8.0 What are my legal rights?

Our Terms and Conditions form the contract between us. If you are a consumer, you also have rights under the Consumer Rights Act 2015 that we cannot take away, including the right to:

• receive services provided with reasonable care and skill;
• receive services in line with the information we gave you before you ordered, including what we said about our tutors, materials and timescales;
• receive services within the time agreed or, if no time was agreed, within a reasonable time;
• pay no more than a reasonable price where no price was agreed in advance;
• have a service repeated or fixed, or receive a price reduction (which may be a full refund), if it was not provided as it should have been;
• receive digital content and goods that are of satisfactory quality, fit for purpose and as described; and
• cancel within 14 days of ordering online or at a distance, as explained in section 5 of our Terms and Conditions.

Under our contract with you, you will also receive original, plagiarism checked work if you order written materials.

9.0 Learning from complaints

We keep a confidential record of all complaints and review them regularly so that we can improve our services. We keep complaint records for 6 years, in line with our Privacy Policy.