Customer Information Notice: Policy Review and Refund Exercise

We want to let customers know about an important matter we have identified relating to the sales of our Landlord Hub and Legal Helpline product as well as where we have charged a cancellation fee during the cooling off period.

As part of this review, we have identified that some of our customers may not have received the correct outcome relating to the selection of our Landlord Hub and Legal Helpline products, or the application of cancellation fees during cooling-off periods. We are therefore carrying out a proactive refund exercise for those affected.

What this means for customers

• If you are affected, we will contact you directly using the most up‑to‑date contact details we hold.
• You do not need to take any action.
• We’re getting in touch with customers directly over the next few months with the aim of proactively contacting all affected customers to provide a refund.

Our commitment

We are committed to delivering fair outcomes and ensuring that any customer who may have been impacted is identified and compensated appropriately.