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Upheld

Complaints Policy

Effective date: 26 March 2026

We want Upheld to be a helpful and reliable resource for everyone who uses it. If something has not met your expectations, whether it relates to the app, the information provided, or your overall experience, we genuinely want to know so that we can put it right.

What you can raise a complaint about

You are welcome to raise a concern about any aspect of the Upheld app, including:

• The accuracy or clarity of legal information provided
• Technical issues, bugs, or problems with the app
• The content or wording of generated documents
• Accessibility or usability concerns
• Any other matter relating to your experience with Upheld

How to make a complaint

Please email us at legal@karensafo.com with the subject line "Upheld Complaint".

To help us look into your concern as quickly as possible, it would be helpful if you could include:

• A brief description of the issue
• When it happened (approximately)
• Which part of the app was involved, if applicable
• How you would like the matter resolved

You do not need to include personal details beyond an email address for us to respond to you.

What happens next

1. Acknowledgement. We will acknowledge your complaint within 48 hours of receiving it.
2. Investigation. We will look into the matter and, where appropriate, take steps to address it. This may involve reviewing app content, correcting information, or making technical fixes.
3. Response. We aim to provide a full response within 14 days. If the matter is more complex and requires additional time, we will let you know and keep you updated.
4. Resolution. We will explain what we have found, any steps we have taken, and whether any changes will be made as a result.

If you are not satisfied

If you are not satisfied with our response, you are welcome to let us know and we will review the matter again. You may also wish to seek independent advice or raise the matter with a relevant regulatory body.

Please note that Upheld provides general legal information, not legal advice, and is not regulated by the Solicitors Regulation Authority or the Bar Standards Board. However, we hold ourselves to a high standard and take every complaint seriously.

Our commitment

Every complaint helps us improve. We treat all feedback with respect and confidentiality, and we are committed to resolving concerns fairly and promptly. We will never penalise anyone for raising a legitimate complaint.

Contact

Email: legal@karensafo.com
Subject line: Upheld Complaint

Upheld is operated by Karen Safo-Barnieh. Registered in England and Wales.