TBD
CaseStart

How it works

Tell us the problem. We can help with the next step.

You do not need a finished letter or legal terminology. Start with a short email about what went wrong and what you would like the business to do. Personal help is free during our pilot, subject to Brian accepting the work.

Ask us for free help

What we can help with

People preparing ordinary consumer complaints, such as faulty goods, unfinished services, delivery problems and disputed bills. We help organise the complaint and draft a message. We are not a law firm, do not provide individual legal advice and do not determine that the other party has broken the law.

Our articles also cover boundaries, barking dogs and tenancy deposits. For those problems, follow the guidance in the relevant article; the consumer letter tool cannot prepare those complaints.

  1. Describe the problem

    Email the business name, what you bought, what happened, the dates, the amount involved and what you want put right. Tell us about any deadline. You can use the free checker first if you find it helpful, but you do not have to.

  2. We review the request with you

    We check new enquiries daily when processing is available. An automatic check may first email you a short list of useful missing details, such as a receipt, dates or copies of the business's reply. We normally use OpenAI through Codex, with local AI as a fallback. If neither is available, your request waits for a later check. It does not decide whether your complaint will succeed. If something was already supplied or is unavailable, just tell us. You can ask for a person to check it instead.

    Brian reads the request and confirms whether we can help. We agree the specific free work before taking it on. PDFs, photos and unclear or urgent requests stay for manual review. The automatic check depends on our computer and processing services being available, so it does not promise an immediate response. Sometimes the useful answer is that more evidence is needed, another free service is better placed or professional advice is needed promptly.

  3. Prepare the next step

    For accepted requests, we can help organise the important details, explain practical options and help with complaint wording. Keep original evidence safely and send only requested, relevant copies. Check every date and amount in a draft. It is not a solicitor's letter or a court document.

  4. You approve any contact

    You can send the complaint yourself. If we agree to help contact the business, first approve the exact recipient, sender, message and attachments. Your initial request does not give that permission. Saving an approval in the tools does not send an email, and changes require new approval.

  5. Review the reply and agree what comes next

    Follow-up is agreed case by case, not unlimited. We can help you understand a reply and find the appropriate next service if the complaint remains unresolved. We do not promise a refund, response time or legal merits decision. No reply does not mean the complaint is resolved. Keep track of deadlines yourself.

When to go straight to a professional

Do not wait for TBD if there are court papers, urgent deadlines, threatened violence, imminent property works, an eviction issue, serious injury or a complex/high-value dispute. A letter does not stop a limitation period. Boundary ownership and formal notices need the appropriate specialist route.

Costs, privacy and control

The current beta is free. Your drafts and approvals are saved in this browser, so download a copy and take care on shared devices. If you email us documents, we handle them as described in our privacy notice. If you change a message, you must approve the new version before we send it.

Read the privacy notice and beta terms before sharing personal data.