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Complaints policy

How to raise a concern with us.

How to make a complaint, how we will handle it, and what you can do under Singapore law if you are not satisfied.

Singapore Law Tutors is a trading name of London Law Tutor Ltd. This complaints policy applies to services offered through this website to clients in Singapore, so references to “LLT”, “we”, “us” and “our” mean London Law Tutor Ltd, trading as Singapore Law Tutors.

Last updated: 13 November 2026

1.0 Introduction

We value all feedback about our services, whether positive or negative. Positive feedback helps us build on what works, and complaints help us put problems right and stop them happening again.

This policy explains how to make a complaint, how we will deal with it, and your options under Singapore law. It should be read together with our Terms and Conditions and Privacy Policy.

2.0 How to make a complaint

You can complain about any aspect of our services, including tutoring, courses, consultancy, marking, proofreading, written materials, billing or how we have handled your personal data. Contact us in whichever way suits you best. You do not need to use any particular form or wording:

To help us deal with your complaint quickly, please tell us your name and contact details, your order or invoice details, what went wrong, and what you would like us to do to put it right. Please send us copies of any relevant documents.

3.0 What happens next

3.1 We will acknowledge your complaint within 2 working days (Singapore time) and tell you who is dealing with it. That person will handle your complaint from start to finish.

3.2 We will investigate your complaint straight away, may contact you for more information, and will keep you informed of our progress.

3.3 We aim to send you a full written response within 14 days. If your complaint needs more time, we will tell you why and when to expect our response, which will normally be within 28 days.

3.4 Our written response will explain what we found, what we will do to put things right, and what you can do if you are not satisfied.

3.5 If you have not heard from us within these times, please WhatsApp us, as your message may not have reached us.

4.0 Putting things right

If we find that we have got something wrong, we will offer a fair remedy. Depending on the circumstances, this may include:

  • repeating or rearranging a session, or amending written materials, free of charge;
  • allocating a different tutor, consultant or writer at no extra cost;
  • a partial or full refund; and
  • an explanation and an apology, together with the steps we will take to stop it happening again.

If we decide your complaint is not justified, for example because the work matches the specification in your original Order, we will explain our reasons in writing.

5.0 Complaints about written materials

If materials we deliver do not meet the specification in your Order, please tell us, ideally within 7 working days of delivery, giving precise details of the changes needed. We will amend the materials free of charge to meet your original specification. This timescale applies to our free amendment service only. It does not limit your legal rights, and we will still consider any complaint you make after this period.

6.0 Complaints about your personal data

If your complaint is about how we have used your personal data, please mark it “Attention: Data Protection Officer”. We will acknowledge it promptly, investigate it and tell you the outcome. If you remain unhappy, you can complain to the Personal Data Protection Commission at www.pdpc.gov.sg.

7.0 If you are still not satisfied

7.1 Consumers Association of Singapore (CASE). If we cannot resolve your complaint, you may seek help from CASE, which offers advice and mediation for consumer disputes. Visit www.case.org.sg.

7.2 Mediation. We are also willing to refer the dispute to mediation at the Singapore Mediation Centre.

7.3 Small Claims Tribunals. Consumers may bring a claim in the Small Claims Tribunals of the State Courts of Singapore, which hear most claims of up to S$20,000 (or up to S$30,000 if both parties agree in writing). Claims are usually filed online. Please give us the chance to resolve your complaint first. Using our complaints procedure or mediation does not stop you from going to a tribunal or court.

8.0 What are my legal rights?

Our Terms and Conditions form the contract between us. They are governed by the law of England and Wales and include a Singapore Schedule. If you are a consumer in Singapore, you also have rights that we cannot take away, including the right to:

  • receive services provided with reasonable care and skill, within the time agreed or a reasonable time;
  • be protected from unfair practices, such as false or misleading claims, under the Consumer Protection (Fair Trading) Act 2003;
  • receive goods and digital content that are of satisfactory quality, fit for purpose and as described, under the Sale of Goods Act 1979; and
  • a repair, replacement, price reduction or refund for goods that do not conform to the contract, under the Consumer Protection (Fair Trading) Act 2003.

Under our contract with you, you can also cancel within 14 days as explained in section 5 and clause S3 of our Terms and Conditions, and you will receive original, plagiarism checked work if you order written materials.

9.0 Learning from complaints

We keep a confidential record of all complaints and review them regularly so that we can improve our services. We keep complaint records for 6 years, in line with our Privacy Policy.