Otters UK Reviews 

Reply from Otters UK

Aug 24, 2024

Hi Alastair,

Thank you for your review. We take all 1-star experiences with Otters very seriously and we're upset to hear that you're not happy with the service you received. However, we believe that your review of Otters is simply misleading and abrasive.

Firstly, we thank you for the praises of our initial contact with you. We are happy to accommodate clients with onboarding and always strive to provide a service that is exceptional and upstanding. We, indeed, provided you with a coupon for your first month that took it from £20.00 to £15.00 in order to allow you to evaluate the service.

Your claim regarding repeated requests after your first request is misleading. From our review you submitted one request after it which we responded to and you then asked for a copy of our Terms and Conditions. You did not submit "repeated requests".

While we do take on that our Terms and Conditions were unavailable at that time it was an issue that was and remains out of our hands. Our provider for our legal policies was unable to process some internal processes regarding our policy and therefore it was inactive. While we understand you asked for a copy of our Terms and Conditions we made clients aware on 26/07 that we were experiencing an incident and were unable to process requests. We are still responding to this incident.

We made all clients aware the start of this month that after this incident we would be cancelling all subscriptions and the service would not be continuing. We can see that you did indeed request a refund and we did offer you a refund. However, it is and always was our policy to refund 80% of the total paid amount and the remaining 20% would go to administrative-related fees in regards to refunds. You rejected this and requested a full refund. We are still in the process of reviewing and responding to your request for a full refund at this moment.

Our service is not that of a "scam". As you can see from our previous reviews we assisted many clients with our services and unfortunately you got put in the middle of an incident that was simply unforeseen and we do apologise for this, however, it was out of our control at the time. Should it be administrative error that our message regarding our services did not get to you, we do apologise in advance for this, however our refund policy still stands.

Despite this, we have pride ourselves in a good service and have raised an internal grievance on your behalf which will be investigated and you will receive the outcome of that grievance through the email you provided us.

If you have any questions let us know by contacting our team at office@useotters.com, by the messenger at useotters.com or by giving us a ring at +44 1638 591704.

Reply from Otters UK

Updated Jun 16, 2024

Hi Dylan,

Thank you for your review. Rest assured, we take all 1-star reviews very seriously. We pride ourselves in an exceptional service that serves its clients well and without fault, as seen by our wealth of 5-star reviews on this platform. Your review is abrasive and heavy on accusations however is light on truth.

You submitted this 1-star review because we suspended your services rightly against our Acceptable Use clause of our Terms and Conditions. We didn't believe we could support your business anymore as you had used our services in a way that violates any laws/regulations and/or our Terms and Conditions; infringe upon any third-party rights; considerably impair our legitimate interests; or offend ourselves or any third party. This is normal practice for us and many other companies in the same field as us and I'm sure if you go and review the T&Cs of many other review companies you will find similar and/or the exact same clauses as you will find in ours.

We spent almost an hour explaining your suspension, however, you instead took to threatening us with fake reviews, demanding refunds (even though it clearly states that we do not provide refunds if you went against our Terms and Conditions), making allegations of scamming, making allegations that you never agreed to the T&Cs (which you did automatically agree to them upon purchasing) and messaging countless people - some clients of Otters - about us being a "scam". You have spoken to almost 5 members of the team from the Revenue Operations Team, Customer Care Team and Operations Team, yet you are still spreading around defamatory statements to people when we clearly explained in a chat and in the initial email to you why you were suspended.

Whilst we understand you are angry, it does not give you the right to go out of your way to submit negative reviews, message people who aren't even related to Otters, and message current clients because we exercised our powers within our Terms and Conditions, which you agreed to. Before your subscription was suspended, you were very happy to give us exceptional feedback on our services and happily continue your services with us until we had to cancel your subscription.

We also informed you to give us a ring on our support number, to which you did so on a Saturday and then complained because you were struggling to get through to anybody, claiming that we didn't tell you not to call on a Saturday. Whilst this is true, we implore you to please employ general common sense in the matter and take into account that whilst our phone line is 24/7/365 and you are guaranteed to get through to somebody who can take a note of your issue and get us to call back on the next business day, you will not get patched through to someone on a Saturday, Sunday or a bank holiday, as we are closed.

Despite this, we have pride ourselves in a good service and have raised an internal grievance on your behalf which will be investigated and you will receive the outcome of that grievance through the email you provided us. This doesn't mean your account will be unsuspended or your subscription will be continued.

If you have any questions let us know by contacting our team at office@useotters.com, by the messenger at useotters.com or by giving us a ring at +44 1638 591704.

Reply from Otters UK

Apr 24, 2024

Hi Yukwuk,

Thank you so much for your kind words! It really means a lot for our team and provides us so much motivation to keep going in our mission, and we're certainly glad our service worked out for you.

As always, if you run into any troubles along the way, don't be afraid to reach out to our team: https://help.useotters.com/

Reply from Otters UK

Mar 29, 2024

Hi Uncle Jeremy,

Thanks for your review - rest assured we take all complaints and 1-star reviews very seriously. We pride ourselves in an exceptional service that serves its clientele well and without fault, and our wealth of 5-star reviews on this platform.

The only reason you submitted this 1-star review is because Otters UK, since 10 March 2024, has enforced Customer Due Diligence upon all of our clients. For anyone who may be unfamiliar with this term that is reading this review, this simply means that we undertake verification of a users identity through Government issued identity documents and or address verification - typically through a credit bureau or other information such as the electoral roll. This is a process that is done securely through our partner, Stripe Identity, and every client is required to undertake this process, as it is part of our legal obligation to do so.

We informed all of our clients on 5 March 2024 that, beginning 10 March 2024 after a successful trial run of the way we'd process due diligence, all clients would have to undertake the process which was seamlessly done through our online portal. We also made all of our clients aware that if they failed to complete the process, access to their portal would be disabled and we wouldn't be able to provide them with any services unless they completed identity verification. In addition, it was initially announced on 27 February 2024 that we were going to start enforcing due diligence. Between 27 February 2024 and 7 March 2024, you never raised any concerns about the process with anyone from our team.

On 7 March 2024, you raised a case against an individual through your client chat. We do not process case submissions through client chats, as it has to be done through our portal, as this client knew as he was provided with a password to the portal upon purchase of the service. We informed you that if you wanted to continue your services, you'd have to complete identity verification, however, we were planning on leniency in this case once you got back if you had a reasonable explanation for not being able to complete it as the deadline had not hit.

You responded on 10 March 2024, the day of the deadline to complete due diligence, informing us you wouldn't be doing it in response to your case submission through the client chat. We informed you that you had to complete it as, by this point, you were past the deadline and were required to complete it, at which point you asked for a refund on your service. As per the Money-back guarantee for Services within Terms of Service - found at https://www.iubenda.com/terms-and-conditions/68751708 - and which are available on our website and of which you must agree to when paying for our serivce.

As per our records, your payment went through on 24 February 2024, which means you are not eligible to cancel and receive a refund on your service. In addition, you are ineligible for a refund if you pay and then refuse to undertake customer due diligence at the discretion of the colleague you're speaking with. We informed you of this, and you then went to start barraging the company and making abrasive claims that we never assisted you with any cases - all of which (with the exception of one) you did not submit through the proper channels and we informed you of this. The one you did submit was from a group of people who were well known for copyright infringement to us and were actively evading us, making it hard to completely shut them down, so your case was considered low priority and bundled with the rest that are pertinent to that group of individuals.

We asked if you wanted your service to be cancelled, but you declined, and still refused to do CDD. This review is abrasive and, to put it bluntly, misleading. Despite this, someone from our team will make sure to contact you through the details you submitted to see if we can help.

If you have any questions let us know.

Reply from Otters UK

Mar 1, 2024

Hi Ed,

Thank you so much for your kind words, our team appreciates it so much. We're so glad you had a pleasant experience with us, and we're so glad to have Edd Development Store on board with us.

Remember, our team is here 24/7/365 to support you, and you can have a look at our help center if you have any questions: https://help.useotters.com/

Reply from Otters UK

Updated Jan 11, 2024

Hi jj_ooe,

Thank you so much for your kind words! It really means a lot for our team and provides us so much motivation to keep going in our mission to help as many people as we can with copyright infringement issues and IP Theft. We are certainly glad it worked out for you!

As always, if you run into any troubles along the way, don't be afraid to reach out to our team: https://help.useotters.com/

Reply from Otters UK

Jan 5, 2024

Hi iiBossman,

Thank you so much for your kind words - it means a lot for our team. We strive to provide an amazing, affordable and convenient service for all of our customers. We are so glad to have you as a client, and we're glad that our service has been effective for you.

If you run into any troubles along the way, don't be afraid to reach out to our team: https://help.useotters.com/

Reply from Otters UK

Jan 5, 2024

Hi Nutella,

Thank you so much for your kind words - it means a lot for our team. We strive to provide an amazing service for all of our customers, which is why we are so grateful to help as many people as we can.

We’re always here to support you and your company, so if you ever have any questions, let us know, or take a look at our help centre: https://help.useotters.com

Reply from Otters UK

Dec 31, 2023

Hi Family G Gaming, thank you so much for your review of Otters!

We are so happy to hear of you're exceptional experience with us - our team is dedicated to making your life easier and saving you hours of time you could be spending doing more important work.

We're so glad to have ProTech as one of our clients, and we hope to work with you for many more months to come.

Happy New Year! If you run into any troubles, let us know: https://help.useotters.com/

Reply from Otters UK

Dec 30, 2023

Hi Bubbly, thank you for your kind review.

We are so happy to hear that Otters has been able to help you with your legal troubles - we're happy to have Bubble Productions as one of our clients.

If you have any troubles, make sure to reach out to our team: https://help.useotters.com/