Introduction and Scope
AI Lane Limited ("Ailane") is committed to handling complaints and disputes fairly, transparently, and in accordance with applicable law including the Consumer Rights Act 2015, FCA Consumer Duty, and UK GDPR.
This Complaint Handling Policy applies to all clients of Ailane, regardless of subscription tier, and covers complaints about: compliance analysis outputs, subscription and payment matters, personal data handling, and any other aspect of the Ailane service.
This Policy is incorporated by reference into our Terms of Service. By agreeing to our Terms of Service, you agree to the complaint handling process described here. In the event of any conflict between these documents on matters of complaint procedure, this Policy prevails.
Automatic refunds for confirmed platform failure: Where our analysis fails to surface a finding that was demonstrably present and knowable at the time of your scan (Failure Mode B), Flash Check and Full Check clients receive a full automatic refund within 4 hours — no claim required.
How to Submit a Complaint
2.1 Submission Channels
Primary: support@ailane.ai — include your account email address, a description of the issue, and any supporting information.
Dashboard: Via the Support & Disputes panel in your client dashboard (where available).
2.2 Required Information
To be valid, a complaint must include:
- A specific clause, finding, feature, or transaction that is disputed — general dissatisfaction without specific reference does not constitute a valid complaint under this Policy.
- A description of the alleged failure or error.
- The date of the original scan or transaction.
- Your account email address.
2.3 Important: Legal Proceedings
If you have initiated or intend to initiate legal proceedings citing any Ailane platform output, please inform us immediately at support@ailane.ai. Your complaint will be suspended pending legal resolution and referred for appropriate handling.
Complaint Classification
All complaints are classified at intake into one of five categories. Classification determines the authority level, SLA, and resolution pathway. ADRA handles C1 and C2 autonomously. C3–C5 are immediately escalated.
AI Dispute Resolution Agent (ADRA)
4.1 What ADRA Is
Category C1 and C2 complaints are evaluated by our AI Dispute Resolution Agent (ADRA) — an AI-powered resolution system that:
- Reviews all available evidence including your transaction record, product purchased, scan outputs, timestamps, and prior communications.
- Evaluates the complaint against our published Terms of Service and this Policy.
- Produces a reasoned, auditable decision with full rationale citing the applicable policy section.
- Operates within strictly defined financial authority limits.
- Communicates its determination to you via email within the applicable SLA.
4.2 How ADRA Communicates
ADRA communications are firm, fair, and legally calibrated. Every ADRA determination includes:
- Case reference number and date.
- Acknowledgement of the complaint received.
- Summary of evidence reviewed — factual, no editorial.
- Decision — stated clearly and without ambiguity.
- Rationale — referencing the specific Terms of Service clause or Policy section.
- Action taken or to be taken — and timeline.
- Next steps available to you — including your right to escalate.
- Case closure statement.
4.3 Your Right to Human Review
If you are not satisfied with ADRA's determination, you have the right to request escalation to human review at any time. Simply reply to ADRA's determination email stating that you wish to escalate. Escalated cases are reviewed by senior management within 10 business days.
4.4 ADRA Financial Authority Limits
| Category | Decision Type | Max Value | ADRA Authority |
|---|---|---|---|
| C1 — Service Quality | Service credit | Up to £199 | Autonomous — approved without CEO review |
| C1 — Service Quality | Service credit | Over £199 | Recommend — CEO approval required |
| C2 — Refund | Full refund | £19–£39 (one-time scan) | Autonomous within policy parameters |
| C2 — Refund | Full refund | £19–£199/month | Autonomous within policy parameters — notify CEO |
| C2 — Refund | Full refund | Over £199 or over 1 month | Recommend — CEO approval required |
| C2 — Refund | Partial refund | Any | Autonomous within policy parameters — notify CEO |
Quality Complaints — Three-Timestamp Framework
Quality complaints — disputes about the accuracy or completeness of a compliance finding — are evaluated against our three-timestamp framework. The applicable complaint window depends on the nature of the alleged failure.
5.1 Two Failure Modes
Failure Mode A — Severity Disagreement: A finding was surfaced, but at a lower severity than you believe is appropriate. The client received a warning. This does not constitute platform failure. ADRA will review, apply the more conservative severity classification, and add appropriate caveat language.
Failure Mode B — False Negative (Platform Failure): A finding was not surfaced at any severity level, and subsequent validation confirms a material legal risk was present and knowable at the time of analysis. This constitutes platform failure and triggers automatic remediation.
5.2 Complaint Windows
| Complaint Type | Window | Definition and Conditions |
|---|---|---|
| (a) Contemporaneous failure | 14 days from discovery | Finding was knowable at the time of original analysis based on tribunal signal data and legislation available at that moment. No upper scan-date limit — the 14 days runs from discovery, not from the scan date. |
| (b) Post-scan intelligence miss | 14 days from discovery | Finding only became knowable after new tribunal data or legislative changes arrived after your scan, AND our weekly monitoring pipeline failed to notify you of that specific risk. If the pipeline already notified you, the complaint is moot for that clause. |
| (c) Pipeline failure | 14 days from discovery | Both the original scan and all subsequent weekly monitoring cycles missed a risk that was knowable from signals available at the time of each cycle. A separate pipeline failure investigation is opened alongside the individual complaint. |
Why 14 days? The platform commits to weekly re-analysis of stored contracts. One missed cycle creates a maximum 14-day detection gap. The 14-day discovery window is the exact mathematical tolerance of one missed cycle — operationally honest and symmetrical with our detection commitment.
5.3 Automated Validation Process
On receipt of a quality complaint, the following automated validation runs within 4 hours:
Was the finding knowable at scan time based on tribunal signals then available? If yes — contemporaneous failure possible, proceed. If no — check whether our pipeline notified you after the signal arrived. If notified — complaint is moot. If not notified — pipeline failure investigation opens.
Does the disputed clause type appear in our tribunal outcome dataset with a material claimant win rate?
Was any finding surfaced on this clause type at any severity level in the original scan?
Does the disputed clause pass or fail the deterministic validation layer independently of the original AI analysis?
Based on steps 0–3: is this Failure Mode A (severity dispute) or Failure Mode B (false negative)? Outcome determines the response pathway.
Refund Policy
6.1 Statutory Right — Consumer Rights Act 2015
Where a digital service has not been used (no scan completed) and you request a refund within 14 days of purchase, you are entitled to a full refund under the Consumer Rights Act 2015. This right is non-negotiable and is approved automatically without any requirement for justification.
6.2 Automatic Refund on Platform Failure — Flash Check and Full Check
Where a confirmed Failure Mode B event is identified and the complaint meets the applicable window requirements:
- A full automatic refund is issued to your original payment method.
- The refund processes within 4 hours of Failure Mode B confirmation.
- No manual claim or further action is required from you.
6.3 Service-Used Refund Requests
| Criterion | Outcome | Notes |
|---|---|---|
| Service not used, within 14 days of purchase | Full refund — approved | Consumer Rights Act 2015 statutory right. Non-negotiable. |
| Service used (scan completed), within 14 days | Partial or decline | ADRA evaluates usage evidence. May offer goodwill credit. |
| Service used, request after 14 days | Decline | Outside statutory window. ADRA provides reasoned explanation. |
| Technical failure attributable to Ailane platform | Full refund — approved | ADRA pulls incident log. CEO notified immediately. |
| Client error (wrong product, duplicate purchase) within 14 days | Full refund — goodwill | ADRA approves autonomously. |
6.4 Subscription Refunds
| Scenario | Outcome |
|---|---|
| Cancelled before next billing cycle | Pro-rata credit for unused period. Access continues until cycle end. |
| Billing already processed | Decline under standard subscription terms. Goodwill credit at ADRA discretion if requested within 48 hours of billing. |
| Confirmed Failure Mode B — Operational tier | Service credit equivalent to one month subscription. Applied to next invoice. Access uninterrupted. |
6.5 Governance Tier — Quality Event Remediation
At Governance tier (£799/month), the primary remediation for a quality event is enhanced service delivery, not a financial refund. Where a complaint is upheld, we will:
- Conduct an enhanced review of the disputed document immediately.
- Run a proactive scan of the relevant clause type across your full document estate.
- Deliver updated findings to your Document Vault at no charge.
- Apply appropriate caveat language to the disputed finding.
- Notify you of all actions taken.
A partial service credit may be applied at CEO discretion where the miss is material and systemic. This approach turns a complaint into a demonstration of platform value — you receive a service you did not request, at no charge.
6.6 Institutional Tier
Quality events at Institutional tier are governed by your individual Service Level Agreement. CEO determination applies to all Institutional quality matters.
6.7 Abuse Prevention
- One complaint resolution per client per 12-month period.
- Complaints must reference a specific clause and a specific alleged miss.
- Repeat complaints on the same scan session are aggregated, not multiplied — one refund per session maximum.
- Complaints suspended where legal proceedings citing the platform output are active.
Response Times
| Category | Acknowledgement | Decision | Execution |
|---|---|---|---|
| C1 — Service Quality | Immediate (automated) | 3 business days | Credit applied immediately on approval |
| C2 — Refund Request | Immediate (automated) | 5 business days | 3–5 business days (Stripe processing) |
| Confirmed Failure Mode B (auto-refund) | Immediate | Within 4 hours of confirmation | Stripe refund initiated within 4 hours |
| C3 — Data Complaint | Immediate (automated) | Escalation within 24 hours | ICO statutory 30-day period |
| C4 — Chargeback | Immediate (automated) | Per Stripe dispute window | Per bank decision |
| C5 — Legal / Regulatory | Immediate (CEO alerted) | Legal counsel determines | Legal counsel determines |
| Escalated (human review requested) | Immediate acknowledgement | 10 business days | Per determination |
Escalation and Further Recourse
8.1 Requesting Human Review
If you are not satisfied with ADRA's determination, reply to the determination email stating that you wish to escalate. Your case will be reviewed by senior management. You will receive a response within 10 business days of the escalation request.
8.2 Data Complaints — ICO
For data complaints (C3), if we are unable to resolve your concern within 30 days, or if you are unsatisfied with our response, you have the right to refer the matter to the Information Commissioner's Office.
ICO Reg. No. 00013389720
Website: ico.org.uk/concerns
Helpline: 0303 123 1113
8.3 Legal Proceedings
This Policy does not restrict your right to pursue legal remedies. If you intend to initiate legal proceedings, please notify us at support@ailane.ai so your case can be referred for appropriate handling. This Policy is governed by the laws of England and Wales.
Regulatory Compliance Framework
| Regulation | Obligation | How This Policy Complies |
|---|---|---|
| Consumer Rights Act 2015 | 14-day refund right for unused digital services | Encoded as non-negotiable approval criterion in §6.1 and ADRA refund parameters. |
| FCA Consumer Duty | Fair treatment; complaint handling standards; timely responses | SLA matrix (§7); legally calibrated ADRA communications; immutable audit trail. |
| UK GDPR / ICO | Subject access within 30 days; data complaint handling | C3 mandatory escalation within 24 hours; ICO referral guidance in §8.2. |
| Stripe Chargeback Rules | Evidence submission within dispute window | C4 triggers immediate evidence compilation; CEO approval before submission. |
| Unfair Trading Regulations 2008 | No misleading pre-sale representations | Pre-sale disclosure framework; legally safe language in all ADRA communications. |
Contact
Submitting a Complaint
Email: support@ailane.ai
Please include: your account email, a specific description of the issue, the date of the scan or transaction, and any supporting information.
Data and Privacy
For data protection and privacy enquiries: privacy@ailane.ai
Complaint data retention
Complaint records are retained for 7 years from case closure in accordance with statutory limitation periods and regulatory requirements. See our Privacy Policy for full retention schedules.
AI Lane Limited
Company No. 17035654 · ICO Reg. No. 00013389720
UK Trademark No. UK00004347220 · ailane.ai
This Policy is governed by AILANE-AMD-REG-001 (Ailane Master Amendment Register) and reviewed annually or on material change to the complaint handling architecture. Current version: 1.0 — 13 March 2026.