What If Something Goes Wrong, or I Want to Complain?

How to raise a complaint

Our manager with responsibility for complaints is Karen Arndt. You can contact her in writing or by telephone:

• Email Karen@whatwouldajudgesay.com
• Post: Blackwell House, Guildhall Yard, London EC2V 5AE
• Telephone +44 (20) 3951 0212

So that we do not miss anything, it helps if you tell us:

• Your full name and contact details.
• What went wrong, with as much detail as you can give.
• How you would like it resolved.
• Any reference number you have, if your complaint relates to a booking.

If you need any help putting your complaint together, say so and we will do what we can to assist.

What happens next

• We will write to you within two working days to acknowledge your complaint and send you a copy of our complaints policy.
• We will investigate - which usually means reviewing your complaint, the relevant records, and speaking to whoever dealt with your matter. We may come back to you for more information.
• We will write to you at the end of the investigation setting out what we have found and what we propose to do. Where possible we aim to do this within 21 days of our acknowledgement.
• There is no charge for handling a complaint.

The full policy is published on our company site.

If your complaint is about a paid review

The solicitor review is carried out by Paradigm Family Law, a separate firm regulated by the Solicitors Regulation Authority. If your complaint is about the professional service they provided, raise it with Paradigm under their own complaints procedure - as a regulated firm they are required to have one, and it carries protections that our policy cannot offer.

Please tell us as well. We referred you to them, and we want to know if that did not go well.

If your complaint is about your data

Contact our data protection lead, Karen Arndt, at privacy@whatwouldajudgesay.com. What we hold and what you can do about it is set out in the privacy policy.

You also have the right to complain directly to the Information Commissioner’s Office at ico.org.uk/concerns or 0303 123 1113. You do not have to come to us first, though we would like the chance to fix it.

If you think your report is wrong

Worth saying plainly: a SmartJudge report is an AI-generated assessment, not legal advice, and it can contain errors. If a figure or a conclusion looks wrong to you, it may be worth having a person look at your case before anything else - that is what the solicitor review and the judge’s opinion exist for, and it is the fastest route to an answer you can actually rely on.

But please still tell us. A report that got something wrong is exactly the kind of thing we need to see, and it feeds back into the questions we ask and the way the assessment is framed. More on where the limits are is on the limits of AI.