Complaints Procedure

We want to put things right when they go wrong. This page sets out our complaints process and the timescales you can expect.

How to complain

Email rob@moduli.co.uk with the word Complaint in the subject line. Include your report link or the email address you used at checkout, and tell us what went wrong.

Our process

Stage 1. We acknowledge your complaint within 2 working days. A member of the team reviews it and replies within 14 days.

Stage 2. If you are not satisfied with the reply, ask for a senior review. A senior reviewer who was not involved in Stage 1 will look at your complaint and reply within 14 days.

Stage 3. If we cannot resolve your complaint, we will tell you so in writing and explain your remaining options.

Refunds during a complaint

If your complaint is about the service you received, we will offer a full refund under our Refund policy. A fast refund is the best way to put a dispute behind us.

Regulation and the Legal Ombudsman

Because we are not regulated by the Solicitors Regulation Authority, the Legal Ombudsman is not available for complaints about us. You do not have access to the SRA Compensation Fund.

Your statutory rights are unaffected

Your statutory rights as a consumer are not affected by our not being regulated. If we cannot resolve your complaint, you may bring a claim in the small claims track of the County Court. You can also seek advice from Citizens Advice.

Our details