Complaints Policy | London Tutors®

London Tutors® is a trading name of London Law Tutor Ltd. This complaints policy is the same as the one published on londonlawtutor.com and applies to all services provided through this website.

0.0 Definitions

0.1 “We”

All references to “We” on this page refer to London Law Tutor Ltd.

1.0 Introduction

At London Law Tutor, We value any feedback that you feel is appropriate regarding our services, whether positive or negative. Positive feedback will be used to develop widespread practice and negative feedback is important to ensure problems are remedied and avoided in the future. As a company striving for perfection, your thoughts are crucial for us to maintain that momentum.

This page sets out the comments and complaints procedure of London Law Tutor alongside your legal rights as prescribed by the law of England and Wales.

Our fundamental aim is to ensure that you, as a valued customer of London Law Tutor, are completely satisfied with your final product and the services We have provided in relation to it.

This page should be read in conjunction with our Terms and Conditions.

2.0 Quality Complaint

2.1 Procedure

If you have a complaint regarding the quality of the work you have received, please contact our Complaints Team (contact details listed below), setting out the specific problem that gave rise to your complaint with as much detail as possible.

Customers are required to submit any complaints they have to the company within 7 calendar days of the work being delivered to them. You should be aware that a complaint that is received after this 7 day limitation period has lapsed shall be subjected to discretionary remedies for which you may incur an additional charge that will be discussed with you before the amendments are sanctioned.

2.2 Expected Response Period

We endeavour to respond to all complaints during the same working day; for those complaints that have been received after the close of a working day a reply will be sent to you after the commencement of the next working day.

Where the complaint is of a nature that will require investigation by our Complaints Team, We will notify you via email or telephone that your complaint has been received, an investigation is under way and We will provide you with an estimated time period within which We believe our investigations will be complete and your amendments, if required, will be made.

In the event that We do not respond to your complaint within the response times detailed above, please telephone London Law Tutor as is may be the case that your complaint has not been delivered for technical reasons.

2.3 Remedies

Upon receiving a complain, We will locate the product and investigate the matter in light of the order that you placed.

If We come to a decision that the complaint is one which is justified and is in line with the request that you placed in the order form you submitted We will amend the product without any cost to you.

If We come to a decision that the complaint is one which is not justified in light of the order form that you submitted, We will email you with the reason as to why We have reached this decision. In this situation, subject to the availability of resources and relevant personnel, We may give you the opportunity to have the product amended for a small fee.

2.4 Who to Contact

The Complaints Team - Speak to us on WhatsApp - enquiries@londontutors.london

3.0 Service Complaint

3.1 Procedure

If you have a complaint regarding the service you have received, please contact our Complaints Team (contact details listed below), setting out the specific problem that gave rise to your complaint in as much details as possible.

3.2 Expected Response Period

3.3 Remedies

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.

3.4 Who to Contact

Services Complaint: The Complaints Team - Speak to us on WhatsApp - enquiries@londontutors.london

4.0 Legal Details

As a company validly registered in England and Wales, London Law Tutor is subject to the law of England and Wales. 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 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 the reply you receive is not satisfactory, please write to us. 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.

4.1 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:

To receive the services you order on time whether tutoring, writing, editing and/or proofreading.
To receive services that meet your specifications.
To receive plagiarism-free work if you order a model essay, dissertation etc.
To receive services to the quality standard you ordered whether tutoring and/or writing.

Complaints policy.