Complaints Policy
At Grapple Law, your experience matters. This Complaints Policy explains how you can raise a concern, what happens when you do, and how we work to resolve issues fairly and transparently. It applies to all the legal services offered by Grapple Law.
Grapple Law is an AI law firm. You receive legal information, guidance and general legal advice directly from our AI. There is no interaction with a human lawyer at any stage. This policy reflects that model while focusing on clarity, fairness and accountability for you as a user.
Our Commitment to You
We aim to deliver clear, accurate and practical legal guidance that helps you understand your position and make informed decisions. We design our service to be accessible, responsive and easy to use.
If something does not meet your expectations, we want to know. Complaints help us improve how Grapple Law works and how our AI communicates with you. We treat every complaint seriously and handle it in a structured, respectful and confidential manner.
What this Complaints Policy Covers
This policy covers complaints about:
- The quality or clarity of information or guidance provided by Grapple Law
- How the service operates or performs
- Technical or access issues that affect your use of the service
- Any aspect of your experience with Grapple Law that causes dissatisfaction
It does not cover disagreements with the law itself or with outcomes that arise from choices you make based on the information you provided.
How to Make a Complaint
If you are unhappy with any aspect of the service, you should raise your complaint as soon as reasonably possible. This helps us investigate while the details are still clear.
You should clearly explain:
- What you are unhappy about
- When the issue occurred
- How it affected you
- What outcome you are seeking, if you have one in mind
If you wish to make a formal complaint about the Grapple Law service, you can do so by emailing [email protected], or you can raise it clearly in your chat and we will pick it up from there.
It’s important to use one of these two methods, as they ensure your complaint is logged correctly and handled efficiently.
How We Deal With Complaints
Once your complaint is received, Grapple Law will:
- Acknowledge it promptly
- Review the issue using our internal complaints process
- Assess whether the service operated as intended
- Consider whether improvements, clarification or corrective steps are appropriate
Because Grapple Law is an AI law firm, complaints are reviewed by reference to how the system performed, how information was presented, and whether the guidance aligned with its intended scope.
We aim to resolve complaints as quickly as possible. Where resolution takes longer, we will keep you informed of progress.
Possible Outcomes
Depending on the nature of your complaint, outcomes may include:
- A clear explanation of how the service works or why a particular response was given
- Clarification or correction of information
- An apology where appropriate
- Changes to improve future user experience
Our focus is on fairness, learning and improvement, rather than blame.
Regulation and External Complaints
Grapple Law is not regulated by the Solicitors Regulation Authority. This means you cannot complain to the Solicitors Regulation Authority or use the Legal Ombudsman in relation to our services.
If you remain dissatisfied after completing our internal complaints procedure, you may need to rely on other options, including:
- Consumer protection laws, such as contacting Trading Standards
- Civil court action, where appropriate
We encourage you to seek independent advice if you are considering external action.
Scope of Our Service
Our service is designed to help you understand legal issues, not to replace formal legal representation or personalised advice from a human lawyer.
The full terms governing your use of Grapple Law are set out in our Terms page. This Complaints Policy should be read alongside those terms.
If you have a complaint, raising it will not affect your ability to continue using Grapple Law. We aim to handle complaints fairly and without prejudice.
