What you can expect from us.

What we provide

The Resolution Agency provides a free self-serve first-letter tool, paid tailored pushback letters and selective outcome-based casework. We assess submissions, review documents, organise evidence, identify unanswered points or possible weaknesses in a demand, and may make a focused challenge in an accepted case.

Submitting a case asks us to review it. It does not mean that we have accepted the case or agreed to contact anyone on your behalf.

How a case is accepted and progressed

We may ask for more information, accept a defined casework step, decline the case or direct you to urgent specialist help. Acceptance depends on scope, evidence, deadlines, risk and available capacity.

Accepted work has a clear purpose and endpoint. We do not undertake open-ended correspondence. We will tell you the step we are prepared to take and may close the case once that step, or the agreed maximum number of contacts, has been completed.

Who may use the service

You must be 18 or over and able to provide an honest account of the matter. The pilot is intended primarily for individual consumer disputes connected with England and Wales. We may decline matters outside that scope or refer you elsewhere.

What we are not

We are not a law firm, regulator, ombudsman, court, public authority or emergency advice service. Submission does not create a solicitor-client relationship. We do not conduct litigation or undertake any activity reserved to an authorised legal professional.

If you need regulated legal, financial or debt advice, we may suggest an appropriate authorised service.

Communications with us are not automatically protected by legal professional privilege. Do not assume that sending us a document makes it confidential against a court, regulator or lawful disclosure request.

Deadlines remain your responsibility

Do not ignore a court document, enforcement notice or deadline while waiting for us. You remain responsible for protecting your position unless we expressly confirm in writing that we have agreed to handle a particular step. If a deadline is urgent, seek immediate professional advice.

Your information and documents

You agree to provide an honest account and documents you are entitled to share. Do not alter evidence or knowingly omit facts that could materially change the case. Tell us if anything you submitted is wrong or incomplete.

You keep ownership of your documents. You give us limited permission to copy, store, organise and use them only as needed for the case, service administration, legal compliance and the anonymised accountability work described in our privacy notice.

Contacting an organisation

We will obtain separate, case-specific authority before telling an organisation that we act for you, sending identifiable case information or corresponding on your behalf. Each outgoing communication is checked and approved by a person before it is sent. You may withdraw authority, but this cannot undo information already lawfully sent.

Decisions and outcomes

We decide which cases we can take based on scope, evidence, urgency and available capacity. We cannot guarantee that an organisation will respond, withdraw a demand, refund money or reach any particular outcome.

We will take reasonable care with accepted casework, but we are not responsible for losses caused by inaccurate or incomplete information, missed deadlines that we did not expressly accept, or decisions made by another organisation, regulator or court. Nothing in these terms excludes liability that cannot legally be excluded.

How we use anonymised case information

We may remove identifying details and combine verified information to produce statistics or support appropriate complaints, regulatory referrals and public-interest reporting. We will not describe information as anonymised if a person could reasonably be identified from it.

Ending casework

You may ask us to stop at any time. We may close a case if it falls outside our scope, information is withheld or misleading, you behave abusively, continuing would be unlawful or unsafe, or we no longer have the capacity or expertise required. We will explain the position where it is reasonable and lawful to do so.

Fees and complaints

The Stage 1 first-response letter is free. A Stage 2 tailored pushback letter costs £35–£45; we confirm the exact price before starting it. For accepted Stage 3 casework, our success fee is 50% of the money saved, waived or recovered through the agreed work. If the agreed work produces no monetary saving, there is no success fee.

Before Stage 3 begins, we set out in writing the amount being challenged, the agreed scope, how a saving will be measured, when the fee becomes due and any applicable cancellation rights. We do not begin paid work until you accept those case-specific terms.

If you are unhappy with our work, write to The Resolution Agency at 128 City Road, London EC1V 2NX, England. Include your case reference and explain what you think went wrong. We will review the complaint separately from the original casework where practicable.

Website availability and acceptable use

We may change, suspend or withdraw parts of the website. You must not interfere with its security, submit malicious files, impersonate another person, use the service unlawfully or attempt to access a case that is not yours.

Changes to these terms

The terms applying when you submit are the version shown on that date. If we make a material change during accepted casework, we will tell you where practicable. If one part of these terms cannot be enforced, the remaining parts continue to apply.

Law and statutory rights

These terms are governed by the law of England and Wales. The courts of England and Wales will normally deal with disputes, subject to any mandatory rights you have to bring proceedings elsewhere. Nothing in these terms removes your statutory consumer or data-protection rights.