Our Complaints Policy

If you're unhappy with any aspect of our service then don't hesitate to get in touch. We always honour guarantees and are happy to provide a full refund if any of them are not met.

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Complaints Policy

We value 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 feedback helps our company to improve and evolve - and it has played a significant part in building the ethos and 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.

This complaints policy sets out how you can contact us if you are unhappy with the service you have received, and how we will deal with your problem. It also sets out your legal rights under English law.

Quality complaint

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.

If you email us about the quality of your work outside of the amendments period, please be aware that any remedies we offer you are discretionary under our terms and conditions. However, we will always give the same level of attention to your complaint as we would if you had emailed us within the amendments period.

* Customers can extend this period to 31 days when placing their order.

Response time

We will endeavour to acknowledge all emails that have been received during working hours the same day.

At our most busy times of the year we will occasionally acknowledge emails that have been received during the last two hours of the day, the following working day.

Action

If we believe that your complaint is justified, we will pass this to your writer for amendment, without charge.

If we believe that 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 referencing style) we will pass this to your writer for amendment and we will cover 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. We may give you the opportunity of having the work amended for a small fee.

If we cannot reach an agreement with you about your complaint, we will appoint another expert to look at the work for you. The expert will complete a pro-forma Assessment Sheet, which we will send to you once completed.

We will pay for the cost of their report. If the outcome confirms that your complaint was justified, we will have the work amended for you, without charge. If the outcome confirms that your complaint was not justified, we will try to reach an agreement with you, with our overall objective being that you leave us a satisfied customer.

If the complaint relates to a piece of work that could no longer be amended - 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.

Service complaint

If your complaint is with the service you have received from us please contact our enquiries email address and tell us how you feel.

Response time

We will endeavour to acknowledge all emails that have been received during working hours the same day.

At our most busy times of the year we will occasionally acknowledge emails that have been received during the last two hours of the day, the following working day.

Action

We will first ensure that your complaint is directed to the correct department. You will then be assigned a contact, who will deal with your complaint from start to finish. This will usually be the department manager. Your contact will acknowledge and investigate your complaint, and will likely contact you for further information. They will keep you informed of any action that has been taken, and they will attempt to resolve the matter with you, with the overall objective being to ensure that you leave us completely satisfied and return to us should you need to use our services in the future.

What if I'm still not happy?

If you're not happy with the way any member of our team has handled your complaint, you can write to our Chief Operations Officer. Just send your letter to our enquiries email address and mark your complaint for his attention.

What are my legal rights?

We set out in a contract (also called an 'agreement' because it signifies what we have agreed with you) the terms and conditions under which we provide our services to you. This contract is on our website under 'Terms and Conditions' and there is a link to it at the bottom of the order form.

You have a number of legal rights under this contract, including:

  • To receive your order on time
  • To receive work that meets your specifications
  • To receive plagiarism-free work
  • To receive work to the quality standard you ordered
  • To have the work amended if you're unhappy

Cancellation period for services

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).

Further help

Our contract is written in plain English. However, if you do not understand any part of it, please do email info@uniassignment.com and ask for an explanation.

Regardless of what we have agreed on in our terms and conditions, our ultimate goal is that every customer leaves us entirely satisfied with their experience. So whilst, 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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