Complaints and Support Procedure

Trader and course provider: Stanislav Lynnyk, a sole trader trading as Vivat Lex.

Data controller: Stanislav Lynnyk, a sole trader trading as Vivat Lex.

Geographic business and address for service: 32/1 Tudsbery Avenue, Edinburgh, EH16 4GX, United Kingdom

Business telephone: +447442194285

Email for this document: sqe1practice@gmail.com

The SQE and SOLICITORS QUALIFYING EXAMINATION trade marks belong to the Solicitors Regulation Authority. References to SQE identify the assessment for which Vivat Lex provides independent preparation materials. Vivat Lex is not affiliated with, approved, endorsed or accredited by the Solicitors Regulation Authority.

This procedure explains how a Vivat Lex Web customer may ask for support; report an account, sign-in, payment, entitlement or content problem; make a formal complaint; request an accessibility adjustment; raise a privacy concern or exercise a data right; dispute a cancellation or refund decision; report suspected fraud or account compromise; or report a security concern.

It applies only to Vivat Lex Web, supplied by Stanislav Lynnyk, a sole trader trading as Vivat Lex. Vivat Lex iOS and Android are separate products and contracts. A mobile purchase or receipt does not create a web entitlement, and a web cancellation or refund does not automatically alter a mobile contract.

Vivat Lex is independent of the SRA, Kaplan SQE and Pearson VUE. It cannot register or book a candidate, reserve an assessment place, decide official eligibility or guarantee a score, pass or admission.

Nothing in this procedure limits statutory consumer, privacy, equality, court, regulator or card-issuer rights.

Support request

A request for help, an explanation or a correction.

Complaint

An expression of dissatisfaction for which a person wants an investigation, decision or remedy. You do not need to use the word complaint, quote legislation or complete a special form.

A message may contain several tracks, such as support plus a privacy rights request. We record each legally significant track separately where it has a different deadline or owner.

You may go directly to formal complaint handling if you request a formal investigation, the issue is serious or urgent, an earlier support response has not resolved it, the issue concerns privacy, fraud, security or accessibility, or an informal stage would cause unnecessary delay.

You may authorise another person to assist or act for you. Before disclosing personal information or changing an account, we may request proportionate evidence of their authority.

We may consider anonymous content, fraud and security reports. A case-specific account, entitlement or refund outcome may be impossible without enough information to verify the affected customer or transaction.

We acknowledge and handle a case as soon as reasonably practicable. We prioritise apparent successful payment without usable entitlement, suspected fraud or account compromise, possible personal-data exposure, a barrier preventing payment, cancellation or access to purchased content, and another time-sensitive risk.

No fixed general response time is promised. This does not alter statutory duties or deadlines.

Under the current UK data-protection framework, a data-protection complaint has a clear route and is acknowledged within 30 days, followed by appropriate enquiries, updates and an outcome without undue delay. A data-rights request is generally answered as soon as possible and no later than one calendar month, subject to a lawful extension and required notice. A reportable personal-data breach is notified to the ICO without undue delay and, where feasible, within 72 hours after awareness.

This category covers unrecognised, duplicate or incorrect charges, failed provisioning, disputed cancellation or refund decisions, missing refunds, tax or price mismatch and receipt problems.

The web offer has a £399 GBP price in pounds sterling, including any provider-calculated transaction tax. If the Managed Payments checkout offers local currency, choosing it may include Stripe’s 2–4% conversion markup. You can choose the £399 GBP option instead. Vivat Lex adds no separate processing fee; your bank or card issuer may separately apply its own charges.

A refund decision considers the accepted contract and policy version; digital-content and service classification; the separate immediate-supply choices and durable confirmation; whether supply and entitlement occurred; conformity and reasonable care and skill; statutory cancellation and remedy rules; any sum already recovered from a card issuer; and the evidence and impact in the case.

There is no blanket no-refund rule. A payment provider's policy does not override mandatory rights against the contracting trader.

WCAG 2.2 Level AA is our target; no formal conformance or certification is claimed unless expressly stated in the Accessibility Statement.

You may report keyboard, screen-reader, focus, contrast, zoom, reflow, captions, forms, errors, timing, motion, authentication, touch-target, document, diagram or cognitive-access barriers.

We consider both an immediate individual adjustment and a systemic correction. An initial request focuses on the functional barrier and does not require a diagnosis. A legally required reasonable adjustment is not charged to you.

This process aligns with the Accessibility Statement and the privacy controls for health or other special-category information. No fixed accessibility response time is promised beyond applicable legal duties.

Report suspected fraud if a payment is unrecognised, an account appears compromised, a fake Vivat Lex page or message requests secrets, a receipt seems false, or another person may have used your identity or payment method.

Where money or credentials may be at risk, use the bank, card issuer or identity provider's official recovery channel, avoid replying to the suspicious message, secure the relevant account and retain a sanitised copy of the evidence.

We may apply a narrow temporary protective restriction where there is a credible immediate risk. We do not punish a customer merely for reporting suspected fraud, and a restriction receives prompt human review.

A public fraud-reporting route depends on the customer's jurisdiction; UK routes, including the separate Scottish position, are not treated as interchangeable.

Stage 1 — support and early resolution

Where appropriate and accepted by you, we may explain, correct an obvious error, restore valid access, provide an adjustment or move the matter immediately to formal investigation. This stage is not mandatory for a serious, urgent, privacy or formal complaint.

Stage 2 — formal investigation

We confirm the issues, preserve evidence, investigate each material point, consider contractual and statutory rights, communicate delay and issue a written outcome stating findings, reasons, whether the complaint is upheld, any remedy and the review route.

Stage 3 — internal reconsideration

You may request reconsideration of a material factual error, omitted issue or evidence, procedural unfairness or inadequate remedy. Because Vivat Lex is operated by a sole trader, the review may be conducted by the same trader and is a genuine reconsideration, not an independent appeal, unless an independent decision-maker is actually provided.

No short administrative period extinguishes your right to ask for review or alters a statutory or court deadline. Privacy duties, rights deadlines, breach assessment and urgent protective action continue while reconsideration is pending.

You will not lose a valid entitlement merely because you request support, complain, seek an adjustment, exercise a data right, contact a regulator, ask a card issuer about a transaction or make a good-faith security report.

Threatening, discriminatory, malicious or unreasonably repetitive communications may justify proportionate management of a communication channel. Where practicable, an alternative route preserves the substantive complaint and statutory rights.

You may contact a card issuer about a disputed transaction. A chargeback does not automatically waive statutory rights. A qualifying credit-card purchase may have separate statutory protection depending on the conditions and payment chain.

We do not require withdrawal of a legitimate issuer claim before investigating a complaint. Any amount already returned may be considered to prevent duplicate recovery.

Our procedure does not pause court, regulator, limitation or statutory deadlines.

This procedure does not prevent you from seeking independent advice, complaining to an applicable regulator, making a card claim or starting court proceedings.

Consumer advice, privacy, equality, fraud or cybercrime and court routes depend on the jurisdiction that applies. England and Wales, Scotland and Northern Ireland routes are not treated as a single interchangeable route.