Editorial Policy

Who Is Behind Our Guides

Luke Marley

Founder and Lead Reviewer

Luke founded Consumer Protection UK in 2026 after supporting relatives through complex disputes with major companies, and seeing first-hand how difficult the redress process is for ordinary consumers. He set up CPUK to make that process clearer, fairer and easier to navigate. Luke checks our guides against the official sources before they are published. He brings a background in business development, design and data analysis, including 6 years managing consumer technology platforms.

Katie Burt

Co-founder and Operations Lead

Katie leads the research behind our guides, from refund rights to ombudsman deadlines. She has 17 years’ experience in the care sector, where she worked her way up to managing services for vulnerable adults. At CPUK, Katie runs day-to-day administration and leads our contact with the people we help, making sure every enquiry is handled with care. She also leads our ongoing work on accessibility, regularly reviewing and improving the website so that older, disabled and vulnerable people can use our guides and tools easily and with confidence. Her safeguarding experience shapes how we support anyone who is struggling.

Our guides are credited to Luke as lead reviewer, with research by Katie and the CPUK Research Team.

How We Research

• Our guides are researched with AI-assisted research tools, then checked and corrected by our team.
• Every rule, figure and deadline comes from an official or authoritative source, such as GOV.UK, legislation.gov.uk, regulators, ombudsmen, Citizens Advice and Trading Standards.
• Each guide lists its sources with links and the date we checked them, so you can read the original yourself.
• If we cannot find an official source for something, we leave it out.

Keeping Guides up to Date

• Each guide shows when its sources were last checked.
• We recheck figures that change regularly, such as benefit rates each April and seasonal payments each autumn.
• When the law or official guidance changes, we update the guide and the checked date.

Our Independence

We are not paid by the companies we write about. Adverts never affect our guidance. We do not accept payment to change, remove or add a company guide.

What Our Guides Are Not

Our guides are general information, not legal or financial advice. Consumer Protection UK is not a law firm and is not authorised by the Financial Conduct Authority. If your situation is complex, or a lot of money is involved, get advice from a solicitor or a free advice service such as Citizens Advice.

Spotted a Mistake?

Please tell us. Email info@consumer-protection.org.uk with the page address and what you think is wrong, with a link to the official source if you have one. We will check it and correct the guide if needed.