Complaints Policy
Last updated: 17 February 2026
Purpose
Noble Legacy Publishing Ltd (Company Number 16407756) operates under defined professional and contractual standards.
This Complaints Policy sets out the internal procedure for raising and reviewing formal concerns relating to services provided under a Publishing Agreement or interactions with Noble Legacy Publishing Ltd.
This policy governs internal complaint handling. It does not replace or override the terms of any Publishing Agreement and does not limit statutory or legal rights available under the laws of England and Wales.
Scope
This policy applies to written complaints concerning:
- Services provided under a Publishing Agreement;
- Conduct or communication during pre-contractual enquiries;
- Administrative or operational matters arising from a publishing relationship.
This policy does not apply to:
- Editorial decisions regarding acceptance or rejection of manuscripts;
- Decisions concerning ISBN assignment or publisher-of-record designation;
- Matters governed exclusively by third-party platforms, including Amazon KDP or IngramSpark;
- Dissatisfaction arising solely from commercial performance, sales outcomes, or market reception.
Informal Resolution
Where concerns arise, informal resolution is encouraged in the first instance.
Authors or clients may contact Noble Legacy Publishing Ltd by email at: [email protected]
Informal discussion does not prejudice the right to submit a formal complaint if the matter remains unresolved.
Formal Complaint Submission
Formal complaints must be submitted in writing by email to: [email protected] and clearly marked “Formal Complaint”.
The complaint must include:
- The complainant’s full name and contact details;
- Reference to the relevant Publishing Agreement or project (where applicable);
- A clear and structured description of the issue, including relevant dates and supporting documentation;
- The outcome sought.
Complaints will only be processed where submitted in writing. Complaints made via telephone, social media, messaging platforms, or third-party channels must be resubmitted formally by email.
Anonymous complaints will not be reviewed.
Review Process
Upon receipt of a formal complaint, Noble Legacy Publishing Ltd will:
- Acknowledge receipt within five working days;
- Conduct an internal review of the matter, including examination of relevant agreements, correspondence, and records;
- Issue a written response setting out findings and conclusions.
The review will, where reasonably practicable, be conducted by a senior representative not directly responsible for the matter under review.
A substantive written response is typically issued within fifteen working days of acknowledgment, subject to complexity.
The review assesses compliance with contractual terms, agreed scope of work, and applicable professional standards.
Escalation to Director
If the complainant remains dissatisfied following the internal review, the matter may be escalated to the Director of Noble Legacy Publishing Ltd for final internal consideration.
Escalation must be submitted in writing within ten working days of receipt of the internal review response and marked “Director Escalation”.
The Director will review the matter independently and issue a final written determination.
The Director’s determination concludes Noble Legacy Publishing Ltd’s internal complaints procedure.
Timeframes
The timeframes stated in this policy are indicative.
Where additional investigation is required, or where external information must be obtained, additional time may be necessary.
Where delay arises, the complainant will be informed in writing and provided with an updated timeframe.
External Rights
This Complaints Policy constitutes an internal governance framework only.
It does not restrict or replace statutory rights under the laws of England and Wales.
Following conclusion of the internal procedure, parties retain the right to:
- Seek independent legal advice;
- Pursue remedies through the courts of England and Wales.
Nothing in this policy constitutes:
- An admission of liability;
- A waiver of legal rights or defences;
- An agreement to binding arbitration or alternative dispute resolution unless separately agreed in writing.
General Provisions
Noble Legacy Publishing Ltd reserves the right to decline to process complaints that are manifestly vexatious, abusive, repetitive, or lacking material substance.
Complaints submitted by third parties will only be considered where lawful authority to act on behalf of the relevant author or client is demonstrated.
This policy does not create contractual rights beyond those contained in individual Publishing Agreements.
Complaints Contact
