The letter is free now

We used to charge for the complaint letter. We have stopped.

Here is the thing that made that decision easy: right next to the price, we told you that you could copy the letter out and send it from your own inbox for nothing. Which is true, and it is a rule we hold ourselves to - you should never have to pay us for the right to complain.

But a paywall that explains how to walk around it is not really a paywall. It was mostly a moment where people stopped.

What you get without paying

Everything up to and including the letter. What happened, which law applies, what you are owed, how strong your case is, who to write to, where it escalates if they stall, and the complaint itself, written out, editable, and yours to download.

Read it. Change it. Send it from Gmail. That is a complete, free path from “this company has messed me around” to a letter landing on their desk, and plenty of people will stop there. Good.

What paying is for

Sending it from NoReply, and what happens next:

• Their reply lands back on the case instead of in your inbox, where Charlie reads it for you
• The eight week clock runs itself, and we write the chaser when it runs out
• The whole exchange stays in one thread, in order, ready for the ombudsman if it comes to that

That is the part you genuinely cannot do from Gmail. Selling that instead feels a lot more honest than selling you a document we had already told you how to get for free.

Nothing changes if you have already paid. Your cases are yours, and anything you bought before today still covers everything it covered.