Writing Hub values all of your feedback, both good and bad, and we really appreciate the time you spend telling us if there is something you are not happy with, no matter what it relates to. Your valuable feedback helps Writing Hub to improve and advance - and it has played a significant part in building the culture that we have today. We place a great deal of importance on listening to you. You can therefore be certain that if you do have a complaint, we will do our best to resolve it as soon as possible.
If you are unhappy with the service you have received, this complaints policy sets out how you can contact us, and how we will resolve the issues. It also sets out your legal rights under English law.
If your complaint is with the quality of the work you have received from us, please contact our amendments department within seven days*, setting out what the problem is in as much detail as possible. Please be aware that if you contact us about any quality after the amendments period, any solutions we provide you are completely under our terms and conditions. Nevertheless as we give significance to your satisfaction, Writing Hub will always give the same level of attention to your complaint as we would if you had emailed us within the amendments period
We try our best to respond to all emails we received during working hours the same day, if not, the next working day.
We will pass this to your writer for amendment, without charge, if we believe that your complaint is justified. If your complaint is not justified but is something relatively minor (for example, it is something you forgot to mention in your order like a particular format) we will pass this to your writer for amendment and we will cover most of the cost of the additional work.
If we believe your complaint is unjustified, we will email you to give you reasons for our concerns, or to ask you for more information. However we may provide the opportunity of having the work amended for a relatively less additional cost.
If your complaint relates to a piece of work that cannot be amended anymore- for example, because your deadline has passed - we will investigate your complaint in the same way as we would for amendments requests. If we believe your complaint is valid, we will work with you to reach a satisfactory resolution. We may offer you a part or full refund, or a credit against a future order.
Writing Hub is a UK registered company and we're subject to UK law. You can therefore take your case to the Courts if you don't feel we've been fair. We hope that no customer ever feels they have to take this action, as our goal is to ensure that every customer leaves us entirely satisfied with their experience. For this reason, we ask that you contact us with your complaints before considering any further action.Please be aware that going to court should always be your very last resort, after you have exhausted all other possible avenues. Legal action is expensive and time consuming, for everyone involved. The Courts are overburdened and they do not like people wasting their time - an example of this would be issuing a claim without telling us you are unhappy. In such cases, the Courts may take the view that you haven't tried to resolve your dispute first, and may ask you to pay our costs - even if you win your case. Hence you are advised to contact us by email and make us fully aware of your complaint. Set out the details of your order and why you think you have been treated unfairly. If you don't receive a reply within 2 working days, call us - it may be that we haven't received your email so have the details of to whom you sent the email to and what time you sent it to hand. If the reply you received is not satisfactory, contact our CEO. Make sure you receive a personal reply or phone call - if you don't, follow this up by telephone. This process is essential to ensure you've given us fair notice of your complaint, and to allow us to resolve it for you.
As your contract with us is for services that are unique in nature, you cannot cancel the contract after work on your order has started. You therefore do not have the usual seven-day cooling off period that applies to most contracts that are concluded at a distance. The Consumer Protection (Distance Selling) Regulations 2000 allow this exception where performance of the contract begins, with your consent, before the end of the usual cancellation period, where we have provided the written confirmation and additional information before commencing performance of the services (including information that the cancellation rights will end as soon as performance of the contract begins).
Writing Hub gives paramount importance to your satisfaction, regardless of what we have agreed on in our terms and conditions. Therefore, for example, the contract gives you 7 days in which to contact us to request amendments, we will usually look at amendments requests outside of this period and action them where they are justified.
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