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Complaints procedure

How to raise a complaint with LawFuze

We take every complaint seriously and respond inside published SLAs. LawFuze is a technology platform, not a law firm — complaints about a solicitor's professional conduct go to the SRA. Use this procedure for everything else.

Last updated: 17 May 2026·Next review: 17 May 2027

Where to send your complaint

TypeSend toAcknowledgementFinal response
Product / service / billingcomplaints@lawfuze.com2 working days8 weeks (FCA SLA standard)
Unsafe AI outputlegal@lawfuze.com24 hours10 working days
Data protection / privacydpo@lawfuze.com3 working days30 days (UK GDPR Art 12)
Security incidentsecurity@lawfuze.com4 hours (24/7)30 days post-incident report
Accessibility barrieraccessibility@lawfuze.com5 working days20 working days

What to include

  • Your name, firm, and SRA number (if applicable).
  • What happened and when (timestamps help us trace audit log entries).
  • What outcome you would like.
  • Any supporting screenshots, IDs or matter references.

Escalation

If we don't resolve your complaint to your satisfaction inside the SLAs above, you may escalate to the founder directly at founders@lawfuze.com. Founder response within 5 working days.

External routes

  • Data protection: If you are unhappy with our response on a data-protection issue, contact the Information Commissioner's Office at ico.org.uk/make-a-complaint or call 0303 123 1113.
  • Solicitor conduct: Concerns about the conduct of a solicitor using LawFuze go to the SRA at sra.org.uk/consumers/problems. LawFuze does not investigate solicitor conduct.
  • Consumer rights: The Competition and Markets Authority publishes guidance on consumer rights against UK businesses at gov.uk/CMA.

What we publish

We publish anonymised complaint trends in our annual transparency report. Individual complaints are never identified without your written consent.

Related

  • Trust Center
  • Acceptable Use
  • DPO disclosure
LawFuze

AI-powered legal practice management for UK solicitors. Augmenting legal expertise with intelligent technology.

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AI Disclaimer

LawFuze provides AI-powered tools designed to assist qualified legal professionals. AI outputs are for informational purposes only and do not constitute legal advice. All AI-generated analysis includes confidence scores and source citations and should be independently verified by a qualified solicitor before reliance. LawFuze does not replace the professional judgement of a regulated legal practitioner.

Regulatory Notice

LawFuze is a technology platform and is not a law firm. We do not provide legal advice or legal services. Solicitors using LawFuze remain individually responsible for compliance with the SRA Standards and Regulations and the SRA Code of Conduct. Use of AI tools does not diminish a solicitor's duty to their clients or professional obligations.

Data Protection

LawFuze processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Customer data is stored in the UK on Microsoft Azure (UK South region). AI inference uses named sub-processors in the EU and US; where data flows outside the UK/EEA we rely on ICO International Data Transfer Agreements (IDTAs) supported by published Transfer Risk Assessments — treat IDTA execution as an in-progress control until each is signed and filed. The current sub-processor list and IDTA status of each is published on our sub-processor register. For data subject rights including access, rectification, erasure, and portability, contact legal@lawfuze.com.

Security & Compliance Roadmap
ICO controller registration· LiveUK GDPR aligned· LiveDPIA + ROPA published· LiveCyber Essentials Plus· In progressComputational Analysis Licence (case law)· In progressPII / Cyber / D&O insurance· In progressISO 27001· On roadmapSOC 2 Type II· On roadmap

Certifications in progress or on the roadmap are not current attestations. We publish certificate references only once an accredited body has issued them.

© 2026 LawFuze Ltd. All rights reserved.

Registered in England & Wales • Company No. 16800372 • Registered Office: 4 Enriqueta Rylands Close, Stretford, Manchester, M32 0NW

ICO data-protection registration confirmed (May 2026) — registration number published on the Trust Center. VAT registration in progress; reference will be added on receipt.

Data Protection Officer: dpo@lawfuze.com · Security: security@lawfuze.com · Complaints: /complaints