Complaints BadgerMy Cases

Terms of Service

Effective Date: 1 March 2026

Last Updated: 27 February 2026

1. About These Terms

These Terms of Service govern your use of the correspondence services provided by Complaints Badger Ltd ("we", "us", "our" or "Complaints Badger").

By using our services, you agree to these terms. Please read them carefully.

2. Our Service

What We Do

Complaints Badger is a correspondence service. We draft and send complaint letters and correspondence on your behalf for a fixed fee. We help you communicate your concerns to companies and organisations in a clear, professional manner.

What We Are NOT

Complaints Badger is not:

  • A legal advice service
  • A law firm or legal practice
  • A claims management company
  • A debt collection agency
  • A regulatory body or ombudsman

We do not provide:

  • Legal advice or legal opinions
  • Legal representation
  • Guarantees about complaint outcomes
  • Claims management services
  • Court representation

All correspondence reflects your position and instructions, not legal advice from us.

3. How It Works

1. You provide us with details of your complaint

2. You sign a Letter of Authority authorising us to correspond on your behalf

3. You pay the service fee

4. We draft correspondence based on your instructions and information

5. You review and approve the letter before it is sent

6. We send the correspondence to the target organisation

7. We forward any responses we receive to you

8. You decide how to proceed based on the responses

4. Your Responsibilities

You are responsible for:

  • Providing accurate and truthful information about your complaint
  • Reviewing and approving all correspondence before it is sent
  • Making all decisions about your complaint
  • Understanding that any references to laws or regulations are for information only
  • Ensuring your complaint is legitimate and not fraudulent
  • Following up on responses as you see fit

5. Pricing and Payment

Service Fee

Our standard service fee is 20 pounds per complaint case. This covers:

  • Initial complaint letter drafting (with up to 5 revisions)
  • Sending the approved letter to the target organisation
  • Follow-up correspondence as needed
  • Forwarding responses to you
  • Escalation through our standard process (email, formal letter, recorded post, ombudsman referral)

Payment

  • Payment is due in advance via our online payment system (Stripe)
  • All prices are in pounds sterling and include applicable taxes
  • Payment must be completed before any correspondence is drafted

6. Letter Review and Approval

  • After payment, we will draft your complaint letter and send it to you for review
  • You must approve the letter before it is sent to the target organisation
  • You may request up to 5 revisions to the letter (6 versions in total)
  • You have 30 days from the first draft to approve your letter
  • If the letter is not approved within 30 days, the case becomes dormant
  • We will not send any correspondence without your explicit approval

7. Refunds

When Refunds Apply

You may be entitled to a full refund if:

  • We have not yet sent any correspondence on your behalf, and
  • You cancel within 14 days of purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

When Refunds Do Not Apply

Once we have sent the first piece of correspondence on your behalf, our service has been delivered and no refund is available.

How to Request a Refund

To request a refund (where applicable), contact us at hello@complaints-badger.com within 14 days of purchase.

8. Case Closure

We will close your case in the following circumstances:

Automatic Closure

  • After 30 days of inactivity (no communication from you)
  • After 6 months from the date we first send correspondence (maximum case duration)
  • If you confirm the matter has been resolved

Discretionary Closure

We may close your case if:

  • We determine that professional legal advice is required
  • The matter becomes too complex for a correspondence service
  • You request case closure
  • The complaint appears to be without merit or potentially fraudulent

We will notify you before closing your case where reasonably possible.

9. Limitation of Liability

Our liability to you is limited to the amount you paid for our services (20 pounds). We are not liable for:

  • The outcome of your complaint
  • Any response or lack of response from the target organisation
  • Any consequential, indirect or special losses or damages
  • Lost profits or business opportunities

We cannot guarantee any particular outcome from your complaint.

10. Data Protection

We process your personal data in accordance with our Privacy Policy, which forms part of these terms.

11. Acceptable Use

You may not use our service to:

  • Make fraudulent, false or misleading complaints
  • Harass, threaten or abuse individuals or organisations
  • Pursue complaints that are vexatious or without reasonable foundation
  • Use our service for illegal purposes
  • Impersonate another person

If we believe you are using our service inappropriately, we may refuse further services and close your case without refund.

12. Changes to These Terms

We may update these Terms of Service from time to time. We will notify you of significant changes by email and by updating the date above.

13. Complaints About Our Service

If you are unhappy with our service, please contact us at hello@complaints-badger.com. We will investigate and respond within 14 days.

14. Governing Law

These Terms of Service are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer resident in Scotland or Northern Ireland, you may bring proceedings in the courts of your home jurisdiction.

15. Contact Information

Complaints Badger Ltd

Email: hello@complaints-badger.com

Website: complaints-badger.com

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