Complaints Policy

Your opinion is important to us and we want to give you the best service possible. We love hearing from you, so please give us your feedback- good or bad.

We hope you never experience any problems with our services, but from time to time things don’t go according to plan. If this happens to you please get in touch.

We aim to resolve your problem as quickly as possible and if we can’t find a solution immediately, we’ll agree on the next steps with you.

How do I raise a concern about an order?

Contact the support team with your order reference, agreed requirements and a clear description of the issue. If the concern remains unresolved, the published complaints policy provides the manager’s contact route. Keep the relevant correspondence so the issue can be reviewed.

Who handles escalated complaints?

The complaints policy says that if you are dissatisfied with how a concern was handled, you can email the manager at complaints@newessays.co.uk. Include your order reference, a summary of the issue and the steps already taken.

How quickly are complaints resolved?

The policy aims to resolve problems as quickly as possible and to agree next steps where an immediate solution is not available. It does not set a fixed timeframe, so ask the team to confirm the expected timeline when you raise the concern.

Is an amendment request the same as a complaint?

Not necessarily. An amendment request asks for changes so the work meets the original instructions, within the revision terms. A complaint concerns the service or how an issue was handled. Use the amendment route first where it applies, then escalate if the issue remains unresolved.

What information should I include in a complaint?

Include your order reference, the agreed requirements, what was delivered, the specific problem and the outcome you are seeking. Attach relevant emails or files. Clear, factual detail helps the team review the issue and respond.

What if I’m still unhappy?

If you’re not happy with the way your complaint has been handled, you can contact the manager via email: complaints@newessays.co.uk The manager will review your complaint and work with you to fully resolve the problem.