1.1 This page tells you information about us and the legal terms and conditions
(Terms) on which we provide the Service to you.
1.2 Service means one or more of the reviews and submission services described on
the Home Page of our website which we provide to you, or any other services provided on the home
page of our website.
1.3 These Terms will apply to any contract between us for the sale of the Service
to you (Contract). Please read these Terms carefully and make sure that you understand them, before
ordering the Service from our site. If you refuse to accept these terms, you will not be able to
order from us.
1.4 Please note that before we agree to provide the Service you will be asked to
agree to these Terms. Please click on the button marked “Yes” I Accept at the end of these Terms if
you accept them. If you refuse to accept these Terms, you will not be able to order the Service from
our site.
1.5 You should print a copy of these Terms or save them to your computer for future
reference.
1.6 We amend these Terms from time to time. Every time you wish to order the
Service, please check these Terms to ensure you understand the terms which will apply at that time.
These Terms were most recently updated on 20/09/2021.
1.7 These Terms, and any Contract between us, are in the English language.
2. Important Notice
2.1 We are not connected to or affiliated with the local authority, Job Centre Plus
or any other official government body. We offer a review and submission service for your application
to obtain a deed poll and/or any other services we provide on the homepage of our website, in return
for a processing fee.
3. Information About Us
3.1 Who we are. We own and operate the website
namechangeonline.org.uk.
We are Maki Online Services Limited (trading as Name Change Online), a company registered in England
and Wales. Our company registration number is 11285396 and our registered office is at Suite 8, NJK
House, Haslingden Road, Blackburn, Lancashire, BB1 2EE. Our registered VAT number is 298981519. We
are regulated by the Information Commissioner's Office (I.C.O) Reference - ZA485983.
4. Our Service
4.1 In order to provide the Service we will:
4.1.1 within the timescale set out on the website for each type of service
we provide, check and review the application details you have submitted using the
application form on our website (Application Form), we will correct typographical errors,
and ensure that you have included all details required to submit your application for all
services provided on our website.
4.1.2 We will attempt to contact you, if required, to make any amendments
to your application;
4.1.3 Send you email confirmations when we have begun and completed
processing your information and when we have submitted your application.
4.2 Our Service will have been completed when:
4.2.1 We have dispatched the relevant document(s).
4.3 If we need to contact you to correct any information on your Application Form
as set out in clause.
4.4 We shall use the contact details from your Application Form. If you do not
respond within 21 days, we shall be deemed to have completed our Service and you will not be
entitled to any refund.
5. Guarantee of Acceptance by any UK Public Body (“Guarantee”)
5.1 We guarantee, subject to clause 2 below, that a Deed Poll issued by Us will be
accepted as evidence of your change of name by HM Passport Office, the DVLA and/or any other
governmental agencies.
6. Exceptions to our Guarantee
6.1 Our Guarantee will not apply in the following circumstances:
6.1.1 Where the body you have notified of your change of name is outside
the UK;
6.1.2 Where you are not a British national or do not have a British
passport;
6.1.3 Where you have applied for a Deed Poll for a child, and have not
obtained the consent of all people with Parental Responsibility;
6.1.4 Where you do not notify all appropriate public bodies or record
holders of your change of name;
6.1.5 Where you do not immediately proceed to use your new name;
6.1.6 Where your application to Us contained incorrect or misleading
information;
6.1.7 Where you have not correctly signed or witnessed your Deed Poll;
6.1.8 Where your notification to the UK body or record holder did not
contain all the necessary documents, or contained incorrect or misleading information;
6.1.9 Where the UK body or record holder could not process your change of
name for technical reasons;
6.1.10 Where the UK body or record holder deems your new name to be
unacceptable for any reason;
6.1.11 Where you are currently detained under the Mental Health Act, or
lack the capacity to change your name;
6.1.12 Where you have not supplied Us with a copy letter from any
non-accepting UK body or record holder, in which they state that the Deed Poll cannot be
accepted;
6.1.13 Where you have not allowed Us sufficient time to verify the refusal
from any non-accepting body and had an opportunity to get your Deed Poll accepted.
7. Refusal by us to process your Deed Poll
7.1 We reserve the right to refuse to process your Deed Poll.
7.1.1 For instance, we will refuse to process your Deed Poll, if:
7.1.2 We believe your proposed new name has been chosen with the intention
of committing fraud;
7.1.3 We believe your change of name is against the law;
7.1.4 We believe your change of name promotes racial or religious hatred,
derides minorities, or promotes the use of drugs;
7.1.5 We believe, in the case of an application for a child, that the
proposed new name is demeaning;
7.1.6 Your proposed new name contains letters or symbols, is too long, or
is likely to be refused for any reason by HM Passport Office or other public bodies or
record holders.
8. Use of the Service
8.1 You may only purchase the Service from our site if you are at least 16 years
old.
8.2 By using the Service you warrant and agree that:
8.2.1 You are at least 16 years old;
8.2.2 The information you have provided in the Application Form is entirely
accurate and correct;
8.2.3 You are not using the Service to commit any criminal or fraudulent
act nor to cause nuisance, annoyance, or inconvenience to any other person;
8.2.4 If you are making an application for the Service on behalf of another
person, that person fulfils the conditions set out in clauses 8.2.1 to 8.2.4 and has
consented to you submitting the information on their behalf;
8.2.5 You consent to us submitting the information you provide on your
Online Application Form to the relevant Local Authority;
8.2.6 You will remain responsible for any loss or damage we suffer by the
use of the information you have provided.
9. How the contract is formed between you and us
9.1 You will have completed the order for our Services when you have filled in all
the data we ask you for in order to provide the Services and when you have accepted these Terms and
made payment on the final page of the application.
9.2 Our application process allows you to check and amend any errors before
submitting your order to us. Please take the time to read and check each page of the application
process.
9.3 When you make payment to us of the fee for the Service you accept that you have
agreed to us providing the Services and that you have agreed to make payment in advance of us
providing the Services paid for.
9.4 We will send you an email confirming that we accept your offer to use the
Service and at that point the Contract between us will have been formed.
9.5 You agree to us starting the review process of your application immediately
after having submitted your application through the website.
10. Your right of refund
10.1 You accept that although you are a consumer, your legal right to cancel a
Contract under the Consumer Protection (Distance Selling) Regulations 2000 does not apply because
the Services are clearly personalised, and you have agreed that we may begin to provide the Services
immediately after you have made your payment.
10.2 Our staff will normally begin the review of your Application Form within
minutes of you completing the form and may have already begun processing your application.
10.3 Any request for a refund must be made through the contact form on the site and
any refund will be entirely discretionary.
10.4 As a consumer, you will always have legal rights in relation to the Service if
it is faulty or not as described on our site. Advice about your legal rights is available from your
local Citizens’ Advice Bureau or Trading Standards office.
10.5 Please be aware that to compensate us for our time and the administration in
processing refunds, an administrative fee will be applied and deducted in advance of the balance of
any refund being credited to you.
11. Termination
11.1 We reserve the right to cancel or terminate our Contract with you at any time
and for any reason at our sole discretion. If we terminate our Contract with you, we will refund
part of your payment in our sole and absolute discretion depending on the work which has been
undertaken at the time.
11.2 For the avoidance of doubt, no refund will be given in the event the Service
is terminated due to your failure to comply with any of these terms and conditions and you have
failed to remedy that failure after being given notice of it or if we believe you have provided us
with false or misleading information or are otherwise in breach of clause 8.
12. Delivery
12.1 We will use reasonable endeavours to provide the Service within the timescale
set out on the site for that service, unless there is an Event Outside Our Control. If we are unable
to meet the estimated delivery date because of an Event Outside Our Control, we will contact you
with a revised estimated delivery date.
12.2 An Event Outside Our Control means any act or event beyond our reasonable
control, including without limitation strikes or other industrial action by third parties, civil
commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or
not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence,
epidemic or other natural disaster, or failure of public or private telecommunications networks or
other similar events.
12.3 If an Event Outside Our Control takes place that affects the performance of
our obligations under the Contract:
12.4 We will contact you as soon as reasonably possible to notify you.
12.4.1 Our obligations under the Contract will be suspended and the time
for performance of our obligations will be extended for the duration of the Event Outside
Our Control.
12.5 Name Change Online does not take responsibility for postage of documents
outside of England, Wales, the Channel Islands and the Isle of Man.
12.6 All documents will be delivered after completion of orders to the stated
delivery address at the time the order is placed.
12.7 Name Change Online reserves the right to change the delivery time frame where
required.
12.8 Documents that require posting outside of the UK may require a postage fee of
£12. We will contact you if this is required.
13. Price and Payment
13.1 The prices of the Service will be as quoted on our site from time to time.
13.2 Prices for the Service may change from time to time, but changes will not
affect any order where we have sent you our confirmation email as provided in clause 9.4.
14. How to pay
14.1 You can pay for the Service using a variety of payment services provided &
displayed on our website.
14.2 Payment for the Service is made in advance. We reserve the right to withhold
supply of our Service until payment has been made in full.
15. Our liability to you
15.1 If we fail to comply with these Terms, we are responsible for loss or damage
you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are
not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it
was an obvious consequence of our breach or if it was contemplated by you and us at the time we
entered into the Contract.
15.2 We only supply the Service for private use. You agree not to use the Service
for any commercial, business or re-sale purposes, and we have no liability to you for any loss of
profit, loss of business, business interruption, or loss of business opportunity.
15.3 We do not in any way exclude or limit our liability for:
15.3.1 Death or personal injury caused by our negligence; or
15.3.2 Fraud or fraudulent misrepresentation.
16. Communications between us
16.1 When we refer, in these Terms, to “in writing”, this will include email.
16.2 If you wish to cancel the Contract you must contact us in writing by sending
an email to enquiries@namechangeonline.org.uk. You may wish to keep a
copy of your cancellation notification for your own records. Your cancellation is effective from the
date you sent us the email.
16.3 If you wish to contact us in writing for any other reason, you can send this
to us by email to enquiries@namechangeonline.org.uk.
16.4 If we must contact you or give you notice in writing, we will do so by email
or by pre-paid post to the address you provide to us in your Online Application Form.
17. Other important terms
17.1 We may transfer our rights and obligations under the Contract to another
organisation, but this will not affect your rights or our obligations under these Terms.
17.2 You may not transfer your rights or your obligations under these Terms to
another person.
17.3 This contract is between you and us. No other person shall have any rights to
enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or
otherwise.
17.4 Each of the paragraphs of these Terms operates separately. If any court or
relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs
will remain in full force and effect.
17.5 If we fail to insist that you perform any of your obligations under these
Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not
mean that we have waived our rights against you and will not mean that you do not have to comply
with those obligations. If we do waive a default by you, we will only do so in writing, and that
will not mean that we will automatically waive any later default by you.
17.6 These Terms are governed by English law. This means a Contract for the
purchase of the Service through our site and any dispute or claim arising out of or in connection
with it will be governed by English law. You and we both agree that the courts of England and Wales
will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland, you may
also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also
bring proceedings in Scotland.
17.7 We will not file a copy of the Contract between us.
17.8 You have 3 weeks from our last communication to complete any relevant steps
needed; if there is no communication, you will receive an email to advise the contract is due to
end. Once this email has been sent, you will have 7 days to contact us. If no contact has been
received within the 7 days, the contract between Us and you will come to an end. If you get in touch
with us after the contract has ended, you will be required to submit a new application; however, we
may charge a fee to reinstate the application. This will be dependent on the circumstances.
18. COMPLAINTS PROCEDURE
18.1 Complaints regarding refunds.
18.1.1 Name Change Online operate a three-stage resolution process.
18.1.2 You must submit your complaint regarding the refund where the case
will be investigated by a finance administrator. A response will then be issued within 3
working days.
18.1.3 If the response is not satisfactory you must request a second stage
dispute, which will then be passed to a senior member of finance to review. A response will
be issued within 5 working days.
18.1.4 When an issued second stage dispute is not satisfactory you may
request a final stage dispute.
18.1.5 You will be required to supply a full factual encounter and detailed
reason for dispute.
18.1.6 Once 18.1.5 has been completed, a new investigation will open with
the Name Change Online Quality and Compliance team.
18.1.7 They will issue a resolution/response within 1 calendar month;
please be advised this result is final.
18.2 Complaints regarding service.
18.2.1 Name Change Online operate a three-stage resolution process.
18.2.2 You must submit your complaint regarding the service where the case
will be investigated by a Complaints handler. A response will then be issued within 3
working days.
18.2.3 If the response is not satisfactory you must request a second stage
dispute, which will then be passed to a senior member of the Complaints team. A response
will be issued within 5 working days.
18.2.4 When an issued second stage dispute is not satisfactory you may
request a final stage dispute.
18.2.5 You will be required to supply a full factual encounter and detailed
reason for dispute.
18.2.6 Once 18.2.5 has been completed, a new investigation will open with
the Name Change Online Quality and Compliance team.
18.2.7 They will issue a resolution/response within 1 calendar month;
please be advised this result is final.
18.3 We require all complaints in writing. Please email or post your complaint to
the following:
Email:enquiries@namechangeonline.org.uk Post: Name Change Online (Online Applications LTD), Suite 10, NJK House, Haslingden
Road, Blackburn, Lancashire, BB1 2EE.
18.4 All correspondence regarding complaints will be handled in writing for record
purposes.
18.5 Name Change Online follows the Information Commissioner's Office (ICO)
guidelines in regard to personal data. Please refer to the ICO guidelines for any queries.
18.7 We will only store call recordings for 3 months; any requests received outside
this time we will be unable to meet.
18.8 All monetary complaints can be resolved through banking disputes, however only
when Name Change Online’s policy has been upheld.
19. GOVERNMENT AFFILIATION NOTICE
19.1 Name Change Online is not affiliated with the government or any official
governmental body.
19.2 Our services are limited to the provision of documentation for the
self-declaration of an unenrolled deed poll.
19.3 We do not offer legal advice or submit applications on behalf of clients to
government entities.
19.4 The responsibility for notifying government departments, banks, and other
institutions of your name change lies solely with you.
19.5 Our aim is to make the name change process simple, accessible, and hassle-free
by providing professionally prepared documents for self-declaration use.
19.6 For any official guidance on name changes, please refer to relevant government
websites or contact the appropriate authority directly.