Terms

Who you are dealing with

Pester is operated by Harvey Butters, trading as WinningBeans, a sole trader in England. You can reach us at support@winningbeans.co.uk and we answer within two working days.

Our postal address is available on request by email.

What Pester is

Pester writes consumer complaints, sends them on your behalf, chases them on a schedule, and prepares escalation packs for you to submit. It is a drafting and administration service.

What Pester is not

• Not a law firm. Nothing Pester produces is legal advice. If you need advice on your position, speak to a solicitor or Citizens Advice.
• Not authorised by the Financial Conduct Authority. Pester does not handle complaints about financial services or products, personal injury, housing disrepair, employment, benefits or criminal injury, and will refuse them at the point you describe them. Those are regulated claims-management activities and only an authorised firm may run them for a fee.
• Not a submission service for ombudsmen or courts. Pester prepares the pack. You submit it.

What you are buying

Having a complaint letter drafted is free, and you may copy it and send it yourself.

£5 per case, paid once, buys: sending the complaint in your name, chasing it every three working days with an escalating tone, up to eight chasers, and reading and summarising their replies for you.

£9 per case, paid once, buys everything in the £5 service plus: an email on the day your sector's waiting period has been served (or a deadlock letter has arrived), and the escalation pack for your sector, written and ready to paste. There is no subscription and no renewal on either.

Where a company takes complaints only through its own web form, Pester cannot send or chase; it gives you the letter to paste, runs the clock, and (on £9) tells you the day you can escalate and writes the pack. You are told this before you pay.

Payment is taken by Lemon Squeezy, who are the merchant of record. Pester never sees your card details. The price includes any VAT due.

The authority you give us

When you pay for a case, you authorise Pester to send emails about that complaint from an address that displays your name, to the company you named. You are copied on every single one, as it is sent.

You can stop a case at any time from its page. Nothing further will be sent to the company from the moment you do. Apart from emails to you about your own case, Pester will not contact anyone other than the company you named, and will never telephone anyone.

Cancelling, and your 14-day right

You normally have 14 days to cancel a service bought online and get your money back, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Pester starts work immediately — that is the point of it — so at checkout you are asked to confirm that you want it to start straight away and that you lose the right to cancel once your complaint has been sent. Until that first email goes out, you can cancel for a full refund by emailing us.

If Pester fails to do what is described here — for instance it never sends your complaint — tell us and we will refund you in full. That is separate from, and in addition to, the cancellation right above.

What we cannot promise

Pester cannot make a company pay you, and does not promise any outcome. What it does is make you far harder to ignore and get the paperwork right. Anyone promising you a result for £9 is not being straight with you.

The letters cite the law that appears to apply to what you have told us. You are responsible for checking that what you told us is accurate before anything is sent — you see every letter before it goes.

Fair use

Do not use Pester to harass anyone, to pursue a complaint you know to be false, or against a private individual. Pester is for consumer complaints against companies. We will refund and close any case used otherwise.

Liability

Our liability to you for any one case is limited to what you paid for it. Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited — and nothing here affects your statutory rights as a consumer.

Complaints about us

Email support@winningbeans.co.uk. We will acknowledge within two working days and answer within fourteen. It would be a poor look for a complaints service to be slow about its own.

Law

These terms are governed by the law of England and Wales, and you can bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland you may also bring proceedings there.

See also our privacy notice.