Last updated: 15 September 2026.
If you are unhappy with our website, a visit, a project, a charge or how we have handled your information, please tell us. Raising a complaint is free. We will consider it fairly and try to put things right promptly.
How to raise a concern
To raise a concern with Reasoning Firms, send a message and mention that it is a complaint. If your concern relates to a booking or project, you can also reply to our correspondence about it.
Please describe what happened, relevant dates or a booking/invoice reference, how we can reply and what outcome you are seeking. Send only the information needed to explain the concern; do not include passwords, payment-card details or your clients' confidential records. You do not need a particular form or legal terminology.
If you need a different communication method, more time or someone to act for you, let us know. We will discuss reasonable adjustments and any permission needed to communicate with your representative.
What happens next
We aim to acknowledge your complaint within three working days of receipt. We will check the relevant communications, payment or project records and any terms agreed with you, and ask for clarification where needed. Investigation will begin promptly.
We aim to give you a substantive response within fifteen working days of receipt, explaining what we found and any proposed remedy. Depending on the issue, this could include correcting work, explaining a charge, an apology or an appropriate refund under your agreement and applicable law.
If investigation needs longer, we will tell you before that target expires, explain why and give you a date for the next update. We will keep you informed until we can communicate an outcome. Working days are Monday to Friday, excluding public holidays in England.
Asking us to look again
If you disagree with the response, reply with the points you want reconsidered and any new information. Reasoning Firms is a sole-trader business, so the owner will carry out this review. We aim to reply within a further fifteen working days, or explain the delay and give an update date.
If a commercial dispute remains unresolved, we can discuss using an independent mediator by agreement. This procedure does not restrict either party's legal rights or access to the courts.
Complaints about personal information
The same contact routes are available for data protection complaints. We will acknowledge these within thirty days at the latest, investigate without undue delay, keep you appropriately informed and communicate the outcome. Our shorter acknowledgement target above still applies.
You can also raise a concern with the Information Commissioner's Office. The ICO recommends giving the organisation an opportunity to address it first. You do not have to complete a commercial mediation process before contacting the ICO.
We use complaint information to investigate, respond and improve the service, as explained in our privacy notice.