Complaints Procedure

How to make a complaint

We take all complaints seriously and aim to resolve them quickly and fairly. If you are unhappy with any aspect of the service you have received from Case Buddy, please contact us.

What you can complain about

• •The quality or accuracy of AI-generated legal information
• •How we have handled your personal data
• •Billing or payment issues
• •The solicitor referral process
• •Any other aspect of the service

What to include in your complaint

To help us investigate quickly, please include:

• •Your case reference number (if applicable)
• •A description of what went wrong
• •When the issue occurred
• •What outcome you are looking for

What happens after you complain

1. 1.Acknowledgement — We will acknowledge your complaint within 2 business days of receipt.
2. 2.Investigation — We will investigate the matter thoroughly and may contact you for additional information.
3. 3.Full response — We aim to provide a full written response within 15 business days. If we need more time, we will let you know and explain why.
4. 4.Resolution — We will outline the outcome and any remedial action we intend to take.

If you are not satisfied

If you are dissatisfied with our response, or if your complaint relates to a solicitor referred to you through Case Buddy, you have the right to escalate the matter to the Legal Ombudsman.

The Legal Ombudsman deals with complaints about the service provided by regulated legal professionals. You must usually refer your complaint to the Legal Ombudsman within 6 months of receiving our final response.

Complaints about Case Buddy’s AI service

Case Buddy is not a law firm and is not regulated by the SRA. Complaints about our AI legal information service, platform, billing, or data handling should be directed to admin@casebuddy.co.uk. These cannot be referred to the Legal Ombudsman but may be referred to the Information Commissioner’s Office (ICO) if your complaint relates to data protection.