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Complaints Procedure

Last updated October 2026

We want to get things right. If you are unhappy with any part of our service, please tell us. This procedure explains how to complain, how we handle your complaint and what you can do if you are still not satisfied.

This procedure does not affect your legal rights.

How to complain

You can complain in any of these ways:

  • email: [email protected]
  • phone or WhatsApp: +44 7405 820847 (Monday to Friday, 9am to 5pm (UK time))
  • post: Complaints, Sure Formation Ltd, 85 Great Portland Street, London W1W 7LT

To help us deal with your complaint quickly, please tell us:

  • your name and contact details;
  • your order number and the company name, if relevant;
  • what went wrong and when;
  • what you would like us to do to put it right; and
  • copies of any relevant emails or documents.

If you complain by phone, we will make a written record and send you a copy.

If you need us to make adjustments to help you complain, for example because of a disability, please tell us.

What happens next

  1. Acknowledgement. We will acknowledge your complaint in writing within 3 working days of receiving it. We will tell you who is handling it.
  2. Investigation. We will look into your complaint fairly, review your order records and correspondence, and contact you if we need more information.
  3. Our response. We aim to send you a full written response within 14 days of receiving your complaint. It will explain what we found and, where we got something wrong, what we will do to put it right.
  4. If we need more time. If your complaint is complex, or we are waiting for information from Companies House, HMRC or another third party, we will write to you to explain why and tell you when you can expect our response.

If you are not happy with our response

If you are not satisfied with our response, let us know and ask for your complaint to be reviewed. A director or senior member of staff who was not involved in the original decision will review it and send you our final response.

We will send our final response within 8 weeks of first receiving your complaint. Our final response will explain your options if you remain unhappy.

If you are still not satisfied

If you are a consumer

Alternative dispute resolution (ADR). ADR is a way of resolving a dispute through an independent body without going to court. It is voluntary for us and for you. We are not obliged to use an ADR scheme unless one is named below.

Our ADR provider: None. We do not currently subscribe to an alternative dispute resolution scheme.

If we cannot resolve your complaint, our final response will tell you the name and website of an ADR provider that could deal with it, and whether we are willing to use it.

The Financial Ombudsman Service does not cover our services. Company formation, address and filing services are not financial services regulated by the Financial Conduct Authority, so the Financial Ombudsman Service cannot consider complaints about them.

Other help. You can get free, impartial advice from the Citizens Advice consumer helpline, which can also pass your complaint to Trading Standards. You can also take your claim to court. In England and Wales, claims of up to £10,000 usually go to the small claims track, which is designed to be used without a solicitor. Scotland and Northern Ireland have their own simple procedures.

If you are a business customer

You can take independent legal advice or bring a claim in the courts, as set out in our terms and conditions.

Complaints that other bodies can deal with

Companies House

We cannot overturn decisions made by Companies House, such as rejecting or querying a filing, changing a registered office, or refusing a company name. If you disagree with a Companies House decision, you can complain to Companies House directly. See the Companies House complaints procedure on GOV.UK.

You can also report concerns to Companies House about how an Authorised Corporate Service Provider has verified someone's identity, or about information on the register that you think is false or misleading.

Your personal data

If your complaint is about how we have used your personal data, please contact [email protected] first. We will acknowledge a data protection complaint within 30 days. If you are not satisfied with our response, you can complain to the Information Commissioner's Office:

Anti-money laundering supervision

We are supervised for anti-money laundering purposes by HM Revenue & Customs (HMRC). If you have a concern about how we meet our anti-money laundering obligations, you can contact our supervisor. Our supervisor does not resolve individual disputes about our service or prices.

How we use what we learn

We keep a record of every complaint and how we resolved it. We review complaints regularly so that we can improve our service. We use the personal data in your complaint as set out in our privacy notice.