How We Handle Your Case
Our 30-day case workflow, from first contact to outcome.
From Your First Message
Most cases follow the steps below. The timings are a guide and some cases will move faster or slower.
- Day 0
You Get Your Free Review
We receive your enquiry and email you our free initial review straight away. It explains your rights in general, the free routes open to you and the evidence to gather, with buttons to open your action plan, upload your evidence and write your letter.
- Straight after
You Fill in Your Checklist
Your complaint checklist lists the details and evidence for your type of problem. We fill in what you have already told us, and you add anything missing. Upload each item from your phone or computer. A progress bar shows how far you have got. If you do not have something, tell us and carry on.
- When you are ready
We Build Your Letter and Evidence Pack
CPUK generates your complaint letter from your submitted details and combines your evidence pack into one tidy, professionally indexed PDF. You read both before anything goes anywhere.
- You send it
You Send It from Your Own Email
Your email app opens with a message already written, and your phone can attach the files for you where it supports that. You press send, so nothing goes out without you. We never send anything on your behalf on our free route. For complaints about banks, credit, loans, car finance and insurance we give guidance only, so the evidence pack and email button are not available.
- Day 0 to 2
We Reply to Your Message
If you message us or ask us to handle your case, a member of the team replies within 2 working days.
- After the review
You Choose What Happens Next
Carry on yourself with our free tools, or, where we offer it, ask us to handle it as a paid service. We tell you the full price before you agree, and we only contact a business for you once you have signed our agreement.
If You Ask Us to Handle Your Case (Where We Offer This)
- After you sign
You Have 14 Days to Change Your Mind
We start sooner only if you ask us to.
- Day 1
We Write to the Business
We write on your behalf, by email, and by post where we have no email address for them or where a formal letter is needed.
- 14 and 28 days later
We Chase If There Is No Reply
We chase the business 14 and 28 days after our first letter if there is no reply.
- About 6 weeks
We Tell You Where Things Stand
If the business has not replied we tell you, and your next steps and a ready-made claim pack are on your case page.
- 8 weeks
Taking It Further
Where it is still unresolved, you can usually take it to the ombudsman or ADR scheme. We explain how.
- If you receive money
Our Fee
You tell us the amount on your case page. Our fee is due 7 days later, as set out in your agreement.
We do not run court cases for you. If it needs a court claim, we prepare a letter before claim and claim details and you file them. Our fee is the same if a claim succeeds.
Time Limits to Keep in Mind
Many consumer rights have time limits, for example a short window to reject faulty goods, and legal limits for starting a claim. They differ by problem and between England and Wales, Scotland and Northern Ireland. Our Know Your Rights guide and action plan show the dates for your situation.
If There Is No Resolution
If the business does not resolve the matter, we will explain what else you can do, for example a formal complaint, an ombudsman or ADR scheme, a chargeback or Section 75 claim, or the small claims process. Our Service Standards set out what to expect from us along the way.
Closing A Case
We close a case when it is resolved, when you ask us to, or under our Fair Use and Termination Policy.
Last updated: 11 October 2026. Next review due: 11 October 2027, or sooner if our service changes.
Ready to Take Action?
Tell us what happened. Our initial case review is free.