Complaints.

1. How to raise a complaint

If something has gone wrong, please tell us first so we can put it right. Email hello@kellys.ai with the subject line “Complaint”.

2. What to include

The more detail you give us, the faster we can resolve it:

• your account email address (so we can find your records);
• what happened, when it happened, and which feature was involved (for example: grading, oral assessor, billing, account access);
• the attempt identifier, if your complaint is about a specific grade;
• any error messages, screenshots or correspondence that relate to the issue;
• the outcome you would like us to consider (a re-grade, a refund of a billing error, an apology, a privacy correction, etc.).

3. Our timetable

• Acknowledgement. We acknowledge receipt of your complaint within 2 working days.
• Investigation and response. We respond substantively within 14 calendar days of receipt with our findings and any remedy we are offering.
• Complex matters. Where we cannot resolve the complaint within 14 days (for example, because we need to consult a sub-processor or take further evidence), we will tell you why and give you a revised timetable.

4. Where to escalate

If you are not satisfied with our final response, or if we have failed to respond within the timetable above, you can escalate the matter to the appropriate body:

• Information Commissioner’s Office (ICO) — for complaints about how we have processed your personal data, including failure to respond to a UK GDPR rights request or a refusal to grant Article 22 human review. ico.org.uk/make-a-complaint (or 0303 123 1113).
• Citizens Advice consumer service — for complaints about consumer-rights matters such as misleading descriptions, faulty digital content, or refunds. citizensadvice.org.uk/consumer.
• Trading Standards — for serious or systemic breaches of consumer-protection law. Reports to Trading Standards are normally made via the Citizens Advice consumer service above.
• Your card issuer or bank — for unrecognised charges or disputed transactions, you can also raise a chargeback through your card issuer in addition to (not instead of) the routes above.
• The courts of England and Wales — you retain the right to bring a claim in the courts in accordance with our Terms of Service.

5. What this page does not cover

If your complaint concerns your actual SQE2 result, an SRA assessment policy, or how the SQE itself is run, that is a matter for the Solicitors Regulation Authority and not Kellys. Kellys is exam-preparation practice software; it is not the SRA, is not regulated by the SRA, and has no authority over your real assessment marks. Contact the SRA at sra.org.uk. We are also not part of the Legal Ombudsman’s jurisdiction, because we are not a regulated legal-services provider.

6. Vexatious or abusive complaints

We will engage seriously with every complaint that is made in good faith. We reserve the right, however, to decline to engage further (and to suspend the related account under section 12 of our Terms of Service) where a complaint is, after fair warning:

• manifestly unfounded, repetitive or made in bad faith;
• abusive, threatening, harassing or discriminatory in tone, including towards the founder or any third party;
• designed to extract a remedy disproportionate to any loss, or otherwise vexatious in nature; or
• a continuation of a matter that has already been finally resolved under this policy and on which no new evidence has emerged.

Where we decline to engage further we will say so in writing and signpost you to the escalation routes in section 4. Nothing in this section affects your statutory rights.

7. Contact

All complaints should be sent to hello@kellys.ai with the subject line “Complaint”.