You can submit a cancellation request here.

Cancellation Policy

At Olton Alexander Limited, we strive to provide our clients with the highest level of service and satisfaction. To ensure clarity and fairness, we have established the following cancellation policy:

Cancellation Within 14 Days

You have the right to cancel your instruction at any point from date when you signed our terms of engagement.

If you cancel within a 14-day period, no charges will be applied, and you will not incur any fees.

Cancellation After 14 Days

If you wish to cancel your instruction outside the 14-day cancellation period, Olton Alexander Limited reserves the right to charge you for any work completed on your case up until the point of cancellation.

Charges will be calculated based on the work undertaken and time spent on your case.

The fees we may charge if a cancellation is made after the 14-day cancellation period per individual case include, but are not limited to:

  • Each individual email sent – £5 (5 minutes)
  • DSAR request submitted to a lender – £40 (40 minutes)
  • Information request submitted to a lender – £40 (40 minutes)
  • Letter of complaint submitted to a lender – £75 (75 minutes)
  • DSAR extraction – £25 (25 minutes)

An itemised bill will be raised for each individual case, detailing the work carried out and time spent up until the point of cancellation. Under no circumstances will the total cancellation charge exceed £84 (inclusive of VAT)

Fees above £84 inc. VAT Example

Schedule of Work- Invoice
Item Volume Cost
E-mails to customer 12 @ £5 £60
E-mail to Lender 6 @ £5 £30
DSAR Submitted 1 @ £40 £40
DSAR Extraction 1 @ £25 £25
Charge for work £155
VAT @ 20% £31
Subtotal £186
Fee adjustment -£102
Total Due (inc VAT) £84

Where the total value of the work carried out does not reach the maximum fee of £84 (inclusive of VAT), Olton Alexander Limited will charge only for the work actually completed, calculated on a time-spent and itemised basis.

Fees up to £84 inc. VAT Example

Schedule of Work- Invoice
Item Volume Cost
E-mails to customer 2 @ £5 £10
E-mail to Lender 1 @ £5 £5
DSAR Submitted 1 @ £40 £40
Charge for work £55
VAT @ 20% £11
Total Due (inc. VAT) £66

Unpaid Fees:

All fees are due within the specified time frame communicated to you. If any fees remain unpaid within this period, we retain the right to transfer your case to a selected debt collection agency. Please be aware that additional charges may be applicable in such instances.

Contact Information for Cancellations

To cancel your instruction, please contact us in writing at:

Email: customercare@oltonalexander.co.uk

Mail: Cancellations, Olton Alexander Limited, Morland House, 18 The Parks, Newton-le-Willows, WA12 0JQ

Effective Date

This cancellation policy is version 03 and effective as of 02/03/2026 and applies to all engagements signed on or after this date. Where you are subject to a version of a cancellation policy that precedes this version but the terms are less favourable than this one, we will use this version to calculate any potential fees due, unless you specify otherwise.

We appreciate your understanding and cooperation in adhering to this policy. If you have any questions or require further clarification, please do not hesitate to contact us.