COMPLAINTS PROCEDURE POLICY

Last updated: 21/11/2025

1. Introduction

Trusted Deed Poll (“we”, “us”, “our”) is committed to providing a high standard of service.
If something goes wrong, we want to hear from you so we can put it right quickly and fairly.

This policy explains how to make a complaint and how we will handle it.

2. What You Can Make a Complaint About

You may submit a complaint if you believe:

You received poor service
There was an error in your Deed Poll caused by us
You experienced unreasonable delays caused by us
You were treated unfairly or unprofessionally
You have concerns about how your data was handled

This policy does not cover:

Issues caused by incorrect information you provided
Postal delays or email server issues beyond our control
Rejection of a Deed Poll by third parties (organisations have their own policies)
Refunds — please see our Refund Policy

3. How to Make a Complaint

To make a complaint, please contact us via:

Email: info@trusteddeedpoll.co.uk
Subject line: Complaint – [Your Order Number]

Include:

Your full name
Order number
Description of the issue
Any supporting information or screenshots
What you would like us to do

This ensures we can resolve the issue quickly.

4. How We Handle Complaints

Step 1 – Acknowledgement

We will acknowledge your complaint within 1–2 working days.

Step 2 – Investigation

We will:

Review your order
Check records, messages, and document history
Assess whether an error occurred on our side

Step 3 – Response

You will receive a full response within 5–7 working days.
Our response may include:

An explanation
A correction or updated document
A goodwill gesture (if appropriate)
Confirmation if no error was found

5. If You Are Still Unhappy

If you feel your complaint has not been resolved fairly:

You may request an internal re-review
Another team member (or manager) will reassess the case
This will take up to 7 working days

As a small service provider (not a regulated legal firm), there is no external ombudsman.
However, we aim to resolve all matters fairly and professionally.

6. Our Commitment

We aim to:

Treat all customers with respect
Handle complaints fairly, confidentially, and promptly
Learn from mistakes and improve our service

7. Abuse or Threatening Behaviour

We will not tolerate:

Abuse
Threats
Harassment
Repeated unreasonable demands

If this occurs, we may:

Limit communication to email only
Refuse service
Close the matter

8. Changes to This Policy

We may update this Complaints Procedure Policy from time to time.
The updated version will appear on this page with a new “Last updated” date.