Complaints Procedure

We aim to give a clear, honest and professional service. If something has gone wrong, we want to hear about it and put it right.

Step 1 — Tell us

Email enquiries@casereviewuk.co.uk with "Complaint" in the subject line, or write to us at the postal address below. Please include your name, the matter reference, and what has gone wrong.

Step 2 — Acknowledgement

We will acknowledge your complaint within 3 working days.

Step 3 — Investigation and response

A senior member of the team will investigate and send you a written response within 20 working days. If we need longer we will tell you why and when to expect a full response.

Step 4 — If you are not satisfied

If our written response does not resolve matters, tell us and a different senior member of the team will review the file. What happens next depends on our regulatory position, set out below.

Our regulatory position

Case Review UK is an independent legal case-review service. We provide analysis and guidance on criminal cases, sentence reviews and related matters. We are not a firm of solicitors and we are not regulated by the Solicitors Regulation Authority, the Bar Standards Board or CILEx Regulation. Because we are not a regulated legal-services provider, the Legal Ombudsman scheme does not cover work we carry out directly. If, during our review, we identify that you need formal court representation, we will help you instruct a regulated solicitor or barrister. Any complaint about that regulated provider can be taken to their regulator and, where eligible, to the Legal Ombudsman. If you remain unhappy after our final written response to your complaint, you may take the matter to the courts of England and Wales. Complaints about how we handle your personal data can be made to the Information Commissioner's Office at ico.org.uk.

Separately, if you paid by card and believe the service was not provided as described, you can raise the matter with your card issuer. You may also have rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — see our terms.

Contact

Case Review UK
Correspondence address: 167-169 Great Portland Street, 5th Floor, London W1W 5PF
enquiries@casereviewuk.co.uk · +44 7417 361696