Frequently asked questions

NoReply is an AI-powered consumer advocacy platform that helps UK consumers create professional complaint letters and get resolution from companies. We research your rights, find the relevant laws, identify the best contacts at the company, and generate a legally-informed complaint letter - all in minutes.

Finding out what you’re owed is free on every complaint, no credit card needed, and so are all 60+ tools. Writing the complaint itself is £9.99 for one case, or £29 a year for unlimited - half price on your first purchase. All prices include VAT and you keep 100% of anything you recover.

Yes, you’ll need to create a free account to use NoReply. This allows us to save your cases, track company responses, and provide a secure environment for your complaint details. You can sign up with email or Google.

Most cases are analysed and letters generated within 2-3 minutes. Complex cases involving multiple issues or extensive research may take slightly longer. You’ll see real-time progress as we research your rights.

Yes, NoReply is fully responsive and works on smartphones, tablets, and desktop computers. You can start a case on your phone during your commute and finish it on your laptop at home.

NoReply is built for UK consumer law: the Consumer Rights Act 2015, UK261 flight rules, and the UK ombudsman schemes that let you escalate for free when a company won’t budge. If you’re complaining to a company that trades in the UK, it works wherever you happen to live. If your complaint is against a company outside the UK, the law we cite may not apply to you, and we’ll tell you so rather than guess. We don’t currently cover US federal or state consumer law.

Yes - we have 69 free consumer tools at usenoreply.com/tools. No account, no email, no credit card. Calculators, checkers, letter generators, and refund timers covering everything from flight compensation and section 75 claims to GDPR requests and gym contract escapes. All completely free.

Most UK consumer complaints: faulty products and refunds, service issues, flight delays and cancellations, subscription cancellations, utility and energy problems, delivery failures, parking charges, gym and ticketing disputes, and warranty issues. If you’ve paid for something and didn’t get what you were promised, we can probably help. Insurance, lending and other financial complaints are the main exception - those go to the Financial Ombudsman, which is free and whose decisions bind the firm.

Almost. NoReply works with companies that sold you goods or services in the UK: online retailers, airlines, utilities, telecoms, delivery firms, subscriptions, gyms, ticketing and parking. Six areas are out, because handling a claim in them needs FCA authorisation we don’t hold: financial services and products, personal injury, housing disrepair, criminal injury, employment, and benefits. There’s a free, stronger route for each of those - the Financial Ombudsman, Acas, Shelter, CICA or Citizens Advice - and we point you at the right one instead of taking your money.

We research the company when you name them - finding complaint departments, relevant regulatory bodies, and ombudsman schemes. We automatically surface the most effective contact channels for your specific type of complaint.

Our AI references the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, Sale of Goods Act, Package Travel Regulations, and relevant EU regulations that still apply in the UK (like EC 261 for flights). We automatically identify which laws apply to your specific situation.

Yes. You have full control over your letter. Review it, make any changes you want, add personal details, and only send when you’re completely happy. We generate the draft - you own the final version.

You can copy your letter and send it via email, or print it to send by post. We provide the company’s contact details including email addresses and postal addresses. For best results, we recommend sending via email and keeping a copy for your records.

Yes, on paid plans (Pay Per Case credits or Pro subscription). Upload photos of defective products, screenshots of conversations, or video recordings - our AI analyses your evidence and pulls out specific details that strengthen your complaint letter. This is especially useful for faulty goods, poor workmanship, and delivery damage claims.

Yes - there’s a free Chrome extension at usenoreply.com/extension. It shows you relevant consumer rights in real-time while you’re chatting with customer support on any website, suggests how to respond, and lets you save notes directly into your NoReply cases. It’s particularly useful when you’re in a live chat and don’t know your rights.

Yes. Our letters are indistinguishable from those written by professional complaints handlers. They cite specific laws, reference your statutory rights, and follow the same structure used by consumer advocates. Companies respond to well-structured complaints that demonstrate knowledge of their legal obligations - which is exactly what we provide.

We don’t publish one, because we don’t have a figure we can stand behind. NoReply is new, and the honest position is that a success rate built on a handful of cases would tell you nothing about yours. What we will say is what the letter does: it cites the specific law, sets a deadline, and names the ombudsman or ADR scheme you can escalate to if the deadline passes. When there are enough verified outcomes to publish a rate, we will publish it and show the working.

Your complaint letter includes a deadline for response (usually 14 days) and references the relevant consumer laws. If they don’t respond, you can escalate to the relevant ombudsman or regulatory body - we include their details in your case. Many companies respond quickly once they see a professionally structured complaint citing specific regulations.

We can’t guarantee specific outcomes as each case depends on its circumstances and the company’s response. What we can guarantee is that you’ll have a professionally structured, legally-informed complaint that gives you the best possible chance of success.

If the company rejects your complaint, we’ll help you understand your escalation options. This might include the relevant ombudsman, trading standards, or in some cases, small claims court. Your original letter also serves as evidence that you attempted to resolve the matter, which is often required before an ombudsman will accept your case.

Give the company until your stated deadline - usually 14 days. Keep a copy of what you sent and when. If they respond, you can use NoReply’s AI chat to help you reply. If they don’t respond by the deadline, escalate to the relevant ombudsman or regulatory body - your case includes their details. Most ombudsman schemes require evidence that you’ve already complained to the company directly, so your letter covers that requirement.

NoReply is a consumer advocacy tool, not a law firm. We provide information about your consumer rights and help you communicate effectively with companies. For complex legal disputes, court proceedings, or situations where significant sums are at stake, we recommend consulting a qualified solicitor.

Our letters are formal complaints citing your legal rights - they’re not legal documents like contracts. However, they do create a paper trail and put the company on notice of their legal obligations, which can be valuable evidence if you need to escalate to an ombudsman or court.

We help with pre-court complaints and can provide information about the small claims process. However, for actual court proceedings, you should consult a solicitor or use resources like Citizens Advice. Our complaint letters can serve as evidence of your attempts to resolve the matter.

Not at all. Just describe your problem in plain English - tell us what happened and what you want. Our AI handles the legal research, finds applicable regulations, and structures your complaint professionally. We translate consumer law into everyday language.

Yes. Your complaint details are encrypted in transit and at rest. We use industry-standard security practices and never share your data with third parties. Your information is only used to generate your complaint letters and improve our service.

No. There’s nothing in our letters that identifies them as AI-generated. They read like professionally written complaints because that’s exactly what they are - the AI is trained on effective complaint letter formats and consumer advocacy best practices.

We store case details securely so you can access them later and track responses. Any documents you upload (receipts, contracts, etc.) are encrypted and only accessible to you. You can delete your data at any time from your account settings.

No, never. We don’t sell, share, or monetize your personal data. Our business model is based on subscriptions, not data harvesting. Your complaint details are used solely to help you resolve your issue.

Yes. You can delete your account and all associated data at any time from your account settings. We’ll remove all your cases, letters, and personal information from our systems.

Everything up to the written complaint. On any complaint, free: what happened, which law applies, what you're owed, how strong your case is, who to write to and where it escalates. Plus all 60+ tools. The written complaint itself is £9.99, or £29 a year for unlimited - half price on your first purchase.

A single case (£9.99) buys the written complaint citing the law that applies, evidence analysis of photos, PDFs and video, up to 5 evidence files, and sending from NoReply with delivery tracking. Pro (£29/year) adds unlimited cases, up to 20 evidence files per case, priority support and early access to new features. Pro Family (£49/year) extends Pro to 6 people. Your cases are kept indefinitely on every plan. All prices include VAT.

Yes. Cancel anytime from your account settings with no fees. You keep full access until the end of your billing period, and all your existing cases and letters stay accessible indefinitely.

Single case: if you’re unhappy with the letter quality, contact us within 7 days for a refund. Pro: cancel anytime, and if you cancel within 14 days of your first payment we’ll refund it. After that you keep access until the year you’ve paid for runs out.

No. Once you’ve bought a case it’s yours to use whenever you need it - tomorrow or in two years. We don’t believe in arbitrary expiry dates that pressure you into using something before you’re ready.

Yes. Pro Family (£49/year) covers you plus up to 5 family members - 6 accounts in total. Each person gets their own separate account with their own case history and full Pro features including unlimited cases, sending from NoReply and video evidence analysis. That’s about £8.17 per person for the year, well under everyone subscribing individually.

Yes. We specialise in EC 261 flight compensation claims. If your flight was delayed over 3 hours, cancelled, or you were denied boarding, you may be entitled to up to £520 compensation. We’ll check if your flight qualifies and generate the appropriate claim letter.

Yes. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your product is faulty, you have the right to a refund within 30 days, or a repair/replacement after that. We’ll cite the specific sections that apply to your case.

Yes. Companies make cancellation deliberately difficult - phone-only routes, retention scripts, requests that were somehow never received. We’ll help you exercise your cancellation rights, including cooling-off periods and dealing with companies that ignore cancellation requests.

We can help with many landlord issues including deposit disputes, repair obligations, and unlawful eviction concerns. We reference the Housing Act, Tenant Fees Act, and relevant tenancy regulations. For complex housing matters, you may also want to contact Shelter.

Yes. We help with energy suppliers, water companies, and telecoms. If you’ve been overcharged, experienced service failures, or had billing issues, we’ll identify the relevant regulations and ombudsman schemes for escalation if needed.