Frequently Asked Questions

Yes — 100% free for consumers. There is no upfront cost, no hidden charge, and no success fee of any kind. We draft your professional complaint letter at absolutely no cost to you.

We believe every UK consumer should be able to assert their rights regardless of their financial situation, which is why we have made this service entirely free.

No. Octave Resolution Services is not a law firm and does not provide legal advice. We are a complaint letter drafting service. We prepare professional letters on your behalf that set out the relevant consumer legislation and the facts of your case — but we are not regulated by the Solicitors Regulation Authority and nothing we produce constitutes legal advice.

If your situation requires formal legal representation, we will tell you and signpost you to appropriate sources of help, such as Citizens Advice or a regulated solicitor.

We help UK consumers who have experienced problems with:

• Spray foam insulation that has made their home unmortgageable or caused moisture and mould damage
• Faulty or mis-sold window installations — draughts, condensation, poor workmanship
• Poor kitchen installations — defective units, incomplete work, or products not as described
• Mis-sold solar panel finance agreements under the Consumer Credit Act
• Safety hazards created by contractors that put your household at risk
• Mis-sold or unaffordable finance products where a lender may be liable under section 75 or section 140A of the Consumer Credit Act 1974

The process has three straightforward steps:

• Free assessment: You complete our short online assessment so we can understand your situation.
• We analyse your case: We review your details against UK consumer law — including the Consumer Rights Act 2015, the Consumer Credit Act 1974, and any applicable FCA rules.
• You receive your letter: We send you a professionally drafted complaint letter, ready for you to send to the trader, lender, or to escalate to the Financial Ombudsman Service if needed.

You remain in control at every stage. We guide you; you act.

Most letters are prepared within 2–5 working days of receiving your completed assessment and any supporting documents you choose to share. Complex cases involving finance agreements or multiple parties may take a little longer.

Once the trader or lender receives your letter, UK consumer law and FCA rules typically require them to acknowledge it within a few days and issue a final response within eight weeks.

Our letters are grounded in the legislation and regulatory framework most relevant to your case, which may include:

• Consumer Rights Act 2015: Goods and services must be of satisfactory quality, fit for purpose, and as described. Consumers have the right to repair, replacement, or a full or partial refund.
• Consumer Credit Act 1974 s.75: Where you paid by credit card or a linked credit agreement, the lender is jointly liable with the trader.
• Consumer Credit Act 1974 s.140A: Unfair credit relationship provisions, relevant to mis-sold finance products such as solar panel loans.
• FCA Consumer Duty: Financial services firms must deliver good outcomes for retail customers.
• Financial Ombudsman Service route: Where a regulated product is involved, the FOS provides a free independent resolution service.

No — and you should be wary of any service that does make such a guarantee. The outcome of your complaint depends on the specific facts of your case, the trader's or lender's response, and any decision by the Financial Ombudsman Service or a court.

What we do ensure is that your letter is thorough, professional, and grounded in the correct legal framework — giving your complaint the strongest possible foundation.

The amount depends entirely on the nature and scale of your individual loss — for example, the cost of remedial works, property devaluation, financial loss from a mis-sold product, or consequential losses such as alternative accommodation costs.

The Financial Ombudsman Service can currently award up to £415,000 in a single determination. For County Court claims the limit depends on which track your case is allocated to. Our letter sets out the basis for your losses clearly; if you later choose to pursue formal legal action, a regulated solicitor can advise you on quantum.

Yes. We take data protection seriously and operate in full compliance with UK GDPR. Your personal information is used solely to draft your complaint letter and to communicate with you about your case. We do not sell or share your data with third parties for marketing purposes.

Full details of how we handle your data, your rights, and our retention policy are set out in our Privacy Policy.

We draft the letter for you to send yourself. This keeps you in full control of your complaint and avoids any complications that could arise from third-party involvement — particularly if you later need to escalate to the Financial Ombudsman Service, which requires the complaint to come directly from the consumer.

We provide clear instructions on exactly who to address the letter to, how to send it (we recommend recorded post or email with read receipt), and precisely what steps to take if you do not receive a satisfactory response within eight weeks.

The more evidence you can share, the stronger your letter will be. Useful documents include:

• The original contract, order form, or quote
• Receipts, invoices, or finance agreement paperwork
• Photographs of defects, damage, or poor workmanship
• Any previous correspondence with the trader or lender
• Survey, inspection, or specialist reports
• Bank or credit card statements showing payments

Do not worry if you do not have everything to hand — we will tell you which documents are most important for your specific case during the assessment.

Simply visit our free assessment page, answer a few short questions about your situation, and submit your details. There is no obligation and no cost at any stage.

We will review your assessment and be in touch to request any further information we need before drafting your letter.

You can reach us by email at nc.octave@gmail.com. We aim to respond to all enquiries within one working day.

For general consumer rights guidance, Citizens Advice (citizensadvice.org.uk) and the Financial Ombudsman Service (financial-ombudsman.org.uk) are also excellent free resources.