Legal & trust
Complaints procedure
A straightforward route to raise a concern and receive a documented response.
Last updated 13 July 2026
How to complain
Email complaints@getchargewise.com with your name, business, case reference, what happened and the outcome you seek. Tell us if you need an accessible format or communication adjustment.
What happens next
We aim to acknowledge a complaint within five business days. A person not responsible for the disputed action will review the case record, communications and relevant controls. We aim to provide a reasoned final response within 20 business days, or explain why more time is needed.
Outcomes
Where appropriate we may correct records, apologise, repeat work, change a process, reduce or cancel a fee, or offer another proportionate remedy. This procedure does not restrict contractual or legal rights or your right to obtain independent advice.