Questions about how this works, something that doesn't look right, trouble with a letter you've bought, or feedback of any kind: write to us. Given what we do all day, we take being complained AT rather seriously.
First, check the inbox of the address you used at checkout: we email your letter the moment it's drafted (worth a glance at spam too). Your letter also stays at the link you bought it on for 30 days. If neither works, include the email address you used at checkout and roughly when you paid, and we'll find your payment and put things right. If something on our side went wrong, you won't be out of pocket.
We can't give personal legal advice by email (we're not a law firm). For advice on a specific dispute, Citizens Advice is free and excellent: citizensadvice.org.uk.
We are entirely independent. We have no affiliation with Citizens Advice, GOV.UK or any government body, or with any law firm or claims company. When we point you to free help, it's because it's the right place for you, not because anyone pays us.