Terms of service

Topple Giants · operated by Technology Monkey Ltd, registered in England and Wales
Last updated: 30 October 2026 · Contact: hello@topplegiants.com

The short version: we help you run formal complaints. The decisions are yours, the effort is ours, the complaint is always yours, and leaving is easy. The longer version follows, in plain English, because terms nobody can read protect nobody.

1. What Topple Giants is

Topple Giants helps you pursue complaints against organisations: drafting correspondence, tracking deadlines and keeping the record straight. It is a tool and a service, used in the United Kingdom, governed by the law of England and Wales.

It is not legal advice. We are not a law firm, we are not claims managers, and we never act for you or represent you. Nothing the service produces is a substitute for advice from a qualified professional. For complaints involving large sums, injury, or legal proceedings, speak to a solicitor.

2. What we can help with

We help with complaints about energy companies, councils, and businesses you have bought goods or services from, such as a car dealer, a retailer or a tradesperson.

We do not take on complaints about:

These areas are regulated differently, and the people who can properly help are elsewhere. If your complaint falls into one of them, we will tell you plainly before you pay anything, and point you to someone who can help.

3. The decisions are yours

We never send anything. Every letter and email goes from you, in your own name, by your own email, post or the organisation’s own website. We do not contact the organisation on your behalf.

Every draft is yours to change or discard. You decide what to say, what to claim, what to accept, and when to stop. Because the decisions are yours, the outcomes are too: we do not promise any complaint will succeed, and we are not responsible for what an organisation does or does not do in response.

4. Your account

You need an account, your own email address, and to be at least 18. Keep your sign-in details to yourself. You are responsible for what happens under your account, and for the accuracy of what you tell us: letters built on wrong facts are your letters.

5. Helpers

You can invite someone you trust to view or help with a complaint. Helpers can never send anything in your name, spend your money, or change your details, and you can remove their access at any time. If you accept an invitation to help someone, you agree to act in their interest, within the access they gave you.

6. Honest use

Use the service for genuine complaints about things that actually happened to you (or to someone who invited you to help). Do not use it to harass, to make claims you know to be false, or to flood an organisation with manufactured correspondence. We can suspend or close accounts used that way; if we do, we will say so and why.

7. Paying for it

Asking us whether we can help is free. Drafting your correspondence is what you pay for, in one of three ways:

A subscription covers a set number of complaints running at once. Current prices and limits are always shown before you pay. Three things we commit to:

Your right to change your mind. You have 14 days from buying to cancel. Drafting starts as soon as you ask for it, so if you ask us to start within those 14 days and then cancel, we refund what you paid less a fair amount for the service you have already had.

On the web, payments are processed by Stripe. If you pay through the Apple App Store or Google Play, that store takes the payment, and its own billing and refund processes apply alongside these terms.

Founding members keep what they were promised: lifetime access on the terms they bought, which we will not quietly reduce.

Your statutory rights, including those under the Consumer Rights Act 2015, are not affected by anything here.

8. Your data and your record

The complaint file is yours. You can read it, download it, and delete it. The details, including how long we keep things and how account closure works, are in the privacy policy, which is part of these terms.

When you start a complaint, we ask whether anonymised information from it may help build a picture of how organisations handle complaints: things like the sector, broad timings, and whether deadlines were met. Never your words and never your identity. It is optional, saying no changes nothing about the service you get, and you can withdraw at any time.

9. AI drafting

Letters and summaries are drafted with the help of an AI model. Drafts are produced from what you told us and the documents you gave us, and like anything drafted by anyone, they can contain mistakes. Read what you send before you send it: once you send it, it is your letter. Your case content is not used to train AI models.

10. Our responsibility to you

We provide the service with reasonable care and skill. We are responsible for what the law says we are responsible for: nothing here excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded.

Beyond that, we are not liable for losses that come from the conduct of the organisation you are complaining about, from what you choose to send, from missed deadlines caused by information we were not given, or from use of the service contrary to these terms. Where we are liable, our liability is capped at the amount you paid us in the twelve months before the event.

11. Ending things

You can close your account at any time in Settings. We can close the service to you only for the reasons in section 6, or by giving you at least 30 days’ notice. In that case you get the chance to download your records first, and a pro-rata refund of anything paid for time you will not get.

12. Changes

If these terms change in any way that matters, we will tell you by email before the change takes effect. Carrying on using the service after that is acceptance; if you do not accept, you can leave with a pro-rata refund.

13. The formalities

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. Nothing stops you using any complaints scheme or ombudsman, which would be a strange thing for this service in particular to object to.