Terms of Service
1. Who we are
Family Support (“we”, “us”, “our”) provides document preparation and litigant-in-person support for people representing themselves in family court. These terms apply whenever you engage us for our services.
2. What we do
We prepare, structure and organise family court documents — including but not limited to Form E and financial disclosure, C100 applications, statements, chronologies, and related paperwork — to a professional standard, for a fixed fee agreed before work begins.
3. What we don’t do
We are not solicitors, barristers, or a regulated law firm. We do not:
- Provide legal advice
- Represent you in court or speak on your behalf to the other party, their solicitor, or the court
- Conduct litigation on your behalf
You remain personally responsible for your case at all times. You sign and file every document in your own name. Where your case genuinely requires legal advice or courtroom advocacy, we will tell you plainly and help you find a suitable, trusted direct-access barrister or solicitor.
4. Your responsibilities
You agree to:
- Provide accurate and complete information relevant to the documents we prepare
- Review any document we prepare before it is filed, and confirm it reflects your instructions accurately
- Meet any court deadlines, since you are responsible for filing documents in your own name
- Tell us promptly if your circumstances change in a way that affects your case
5. Fees and payment
Our fees are fixed and agreed with you before any work begins. Fees may be payable in stages for larger pieces of work, as agreed at the outset. We do not charge by the hour, and there are no hidden costs beyond what has been agreed.
6. Cancellation and refunds
You may cancel your instruction to us at any time before we begin preparing your documents, for a full refund of any deposit paid. Once work has begun, fees for the work already completed are non-refundable, but we will always tell you clearly what has and hasn’t been started.
7. Confidentiality
We treat everything you share with us as confidential, in line with our Privacy Policy, and will not disclose it to anyone without your consent, except where we are legally required to do so.
8. Liability
We take great care in preparing your documents, but we cannot and do not guarantee the outcome of your case — no honest provider can. Our liability is limited to the fee paid for the specific service in question. We are not liable for decisions made by the court, CAFCASS, or any other party, nor for the actions or advice of any barrister or solicitor we help you find, who act independently of us.
9. Referrals to barristers or solicitors
Where we help you find a direct-access barrister or solicitor, that professional is independent of us, regulated separately, and responsible for their own advice and conduct. We are not liable for their services.
10. Intellectual property
Documents we prepare for you become yours to use for your case. Our own templates, processes and materials remain our property.
11. Complaints
If you’re unhappy with our service, please tell us directly at contact@family-support.co.uk so we can put things right. As we are not a regulated law firm, complaints about our service cannot be taken to the Legal Ombudsman, but you retain your rights under the Consumer Rights Act 2015.
12. Governing law
These terms are governed by the law of England and Wales, and any disputes will be handled by the courts of England and Wales.
13. Changes to these terms
We may update these terms from time to time. The date at the top shows when they were last revised. Continuing to use our services after an update means you accept the revised terms.
14. Contact us
Questions about these terms can be sent to contact@family-support.co.uk.