Complaints Policy

1. How to complain

Email help@legiit.com from the address on your account with "Complaint" in the subject line. Tell us what happened, when, and what you would like us to do about it. Include the site name or the run and page concerned where it applies, and any screenshots. The more specific you are, the faster we can help.

2. Acknowledgement

We acknowledge every complaint within four working days and tell you who is handling it. If the matter looks like it will take longer than twenty working days, we say so at that point and give you a date for an update.

3. Investigation

We look at the account, the runs, the stored evidence and the cost records concerned, and at what our systems logged. Where the complaint is about a research result, we open the run's evidence in the same way you can and check whether the Service followed its own rules. We may come back to you with questions.

4. Resolution

We aim to resolve complaints within twenty working days of receipt. Our reply explains what we found and what we will do. Depending on the issue that may be a fix to the product, a rerun at our cost, credits returned to your balance, or an explanation of why we believe the Service worked as described. Purchases are not refunded, as the Terms set out. If we cannot meet the twenty days we tell you why and give a new date.

5. Escalation

If you are not satisfied with the outcome, reply to the resolution email and ask for it to be reviewed by management. A different person from the one who handled the complaint reviews the whole file and replies within twenty working days. That review is our final position. Nothing here affects your right to take the matter to a court, a consumer body or a data protection authority where you live, and your card issuer's dispute process remains open to you.

6. Records and learning

We keep a record of each complaint and its outcome for at least twelve months, in confidence. Management reviews complaints every quarter to spot patterns, and changes that come out of them go into the product's normal release process.

7. Complaints about people

A complaint about the conduct of a member of our team is handled under this policy together with our Code of Ethics and our Equality, Diversity and Inclusion Policy, and is never seen by the person complained about until the review is complete.