Table of contents
List of contents
Terms and conditions
This website (“site”) is a Deed Poll service operated by the Deed Poll Department. These Terms and Conditions govern your use of the Deed Poll Department website. Please also review our Privacy Policy.
By accessing or using this site, you agree to abide by the terms outlined here. If you do not agree to these terms, you must cease using the site immediately.
The Deed Poll Department reserves the right to modify these terms at any time. Changes will take effect upon posting to the site. You are responsible for reviewing these terms periodically, and continued use of the site constitutes acceptance of any modifications.
Our guarantee
If a Deed Poll issued by the Deed Poll Department, bearing our official stamp, is not accepted as proof of your name change by any UK organisation, please contact us. To begin with, we will ask you to provide us with a proof of rejection. We will then liaise with the organisation to resolve the issue. If the Deed Poll remains unaccepted, we will issue a full refund. In most cases, issues arise due to staff unfamiliarity with Deed Polls, which we can usually resolve by direct communication.
A refund will only be issued after:
- You provide a copy of the letter from the organisation stating their refusal to accept the Deed Poll.
- We have contacted the organisation to verify the reason for refusal and have attempted to resolve the issue.
Exceptions to our guarantee
The Deed Poll Department will not provide a refund in the following cases:
Incorrectly executed deed poll
If the Deed Poll is not signed, dated, or witnessed correctly, the company will not issue a refund. It is the applicant’s responsibility to follow the provided instructions for executing the document properly.
Failure to follow instructions
If the applicant fails to follow the instructions provided by the company for executing or submitting the Deed Poll, the refund guarantee does not apply.
Applicant error in the application
If the applicant makes a mistake in their application (e.g., spelling errors, incorrect details) and the Deed Poll is rejected as a result, the company is not responsible and will not issue a refund.
Organisations outside the UK
Our guarantee is strictly limited to organisations, authorities, and institutions located within the United Kingdom. it does not extend to any organisation, immigration authority, or government body operating outside the UK. If a Deed Poll certificate is presented to or assessed by a non-UK organisation and is rejected, declined, or described as invalid, this will not constitute grounds for a refund, compensation, or liability on our part.
The responsibility to verify acceptance of a Deed Poll certificate for use outside the United Kingdom rests entirely with the customer. we strongly advise customers intending to use their deed poll abroad to consult the relevant embassy, consulate, or immigration authority of their country of destination before placing an order.
Our Deed Poll certificates are guaranteed to be accepted by UK government departments and public bodies when executed correctly within the United Kingdom. however, we do not provide any guarantee for acceptance by organisations outside the UK.
Non-British nationals
The refund guarantee does not extend to foreign nationals, regardless of whether they reside in the UK. Foreign nationals are advised to check the name change requirements of their country of origin before applying for a Deed Poll.
Incorrect or false information provided
If the applicant provides inaccurate, incomplete, or false information during the application process, the Deed Poll Department is not obligated to issue a refund.
Undisclosed previous name changes
If an applicant has previously changed their name but does not disclose this when applying and instead apply for a standard deed poll, the refund guarantee will not apply. Should a deed poll be rejected by an organisation due to the applicant’s undisclosed history of prior name changes, no refund will be issued. In such cases, the appropriate document is a replacement deed poll, which records the details of the earlier name change.
Name rejected by computer systems
If the chosen name is rejected due to incompatibility with a record holder’s computer system (e.g., names that are too long, too short, contain numbers, diacritical marks, or are single names), the refund guarantee does not apply.
Unacceptable name or reason for name change
If the chosen name or the reason for the name change is deemed unacceptable by a record holder (e.g., vulgar, offensive, frivolous, or commercial names), the company will not issue a refund.
Use of special characters in names
Some names include special characters (e.g., accents, diacritical marks, or symbols) that are not supported by UK passports and many official government systems. For example, a name such as “Khloé” may appear as “Khloe” on certain official records, even if the Deed Poll shows the original spelling. While some organisations may accept and display the special character correctly, others may not, which could lead to inconsistencies across official documents such as banking, HMRC, DVLA, and travel records.
If the Deed Poll is rejected by any organisation due to the use of special characters, the Deed Poll Department cannot be held responsible, as each organisation has its own restrictions on symbols and characters. Applicants choosing to include special characters in their name accept full responsibility for any issues that may arise from their use.
Impersonation or celebrity names
If the chosen name is identical or very similar to that of a celebrity, public figure, or well-known individual, and this results in additional scrutiny or questioning by UK organisations (such as HM Passport Office, DVLA, or other government bodies), the applicant is responsible for providing a reasonable explanation. If the organisation ultimately rejects the name change for this reason, the refund guarantee does not apply.
Additional documentation required by record holders
Some organisations may require additional proof of name usage or updated documents (e.g., a new passport) before accepting the Deed Poll. If the Deed Poll is rejected due to such requirements, the refund guarantee does not apply.
Lack of mental capacity
If the applicant is deemed to lack the mental capacity to make decisions about changing their name (e.g., under the Mental Health Act), the refund guarantee does not apply.
Lack of parental consent for child applications
For child name changes, consent must be obtained from all individuals with parental responsibility. If this consent is not provided in writing, the Deed Poll will not be accepted, and no refund will be issued.
Replacement deed poll
If an applicant requests a replacement Deed Poll, they must provide full, complete, and accurate details of all previous name changes. Failure to fully disclose this information, or the provision of inaccurate or incomplete details, may result in the document being rejected by some organisations due to an incomplete or incorrect name change history. in such circumstances, where a replacement Deed Poll is rejected because of undisclosed name changes or inaccurate information supplied by the applicant, Deed Poll Department will not be held liable or responsible for the rejection under any circumstances, and the refund guarantee will not apply. a replacement Deed Poll is issued solely to provide an accurate and complete record of all past name changes.
Processing of the order has started
Once the Deed Poll Department has started processing the application, refunds are generally not provided. Deed Polls are considered customised documents, and under consumer protection regulations, they are exempt from cancellation rights once processing has commenced.
Names resembling titles or honours
If the chosen name resembles a title (e.g., Lord, Baron, Princess) or implies honours (e.g., surnames ending with OBE or VC), and it is rejected for this reason, the refund guarantee does not apply.
Names chosen for commercial or frivolous purposes
If the name is rejected because it is deemed to have been chosen for commercial purposes, bets, or frivolous reasons, the refund guarantee does not apply.
Trademarked names
If the chosen name is a trademarked term (e.g., Coca Cola) and is rejected for this reason, the refund guarantee does not apply, unless the name is also a common personal name (e.g., John Lewis).
Single names (no surname)
If the chosen name consists of only a first name with no surname and is rejected for this reason, the refund guarantee does not apply.
Failure to provide rejection evidence
If the applicant cannot provide a copy of the rejection letter from the organisation stating the reason for non-acceptance, the refund guarantee does not apply.
Failure to allow the company to resolve the Issue
If the applicant does not allow the Deed Poll Department to contact the rejecting organisation to attempt to resolve the issue, the refund guarantee does not apply.
Restrictions on names
In the United Kingdom, there is no specific legislation governing the names you may or may not choose. However, your new name must adhere to the restrictions outlined in our ‘Restrictions on names‘ guidance, available on our website.
Name capitalisation
The names on your Deed Poll document will appear exactly as you have typed them, with the following exception: names cannot be formatted in all bold letters. If a full name is submitted entirely in bold, it will be converted to standard noun capitalisation, where the first letter of each name is capitalised and all subsequent letters are in lowercase.
Professional and honourary titles
If you change your title to Dr. or Prof., you may be required by government bodies, financial institutions or other organisations to provide evidence that you are entitled to use that title. It is your responsibility to supply any supporting documentation they request. If an organisation refuses to recognise the title or rejects your Deed Poll because you cannot provide suitable proof, no refund will be applicable. The Deed Poll Department will not be held responsible or liable for any refusal linked to a lack of title-based evidence.
Incorrect delivery address
It is the client’s responsibility to ensure that the delivery address provided at the time of order is accurate and complete. The Deed Poll Department accepts no liability for any loss, delay, or failure in delivery arising from an incorrect or incomplete address supplied by the client. In such circumstances, any request for the documents to be reissued or resent will be treated as a new order, and full payment will be required.
Cancellation & refund policy
The Law allows you to cancel your order within 14 days of submitting your application. However, since we will be preparing your deed poll documentation prior to the end of the cancellation period (and will have fully performed the service you have requested), your right to cancel is restricted to the period of time from submitting your application to when we prepare your deed poll documentation. This is in accordance with section 36(2) of the Government Regulations. By submitting your application you are providing your express consent for us to begin work immediately and acknowledge that once the service has been completed, you will lose your right to cancel.
You may cancel your order and receive a refund (minus processing fee) if you notify us by email before we have prepared and dispatched your Deed Poll documentation. Once your order has been prepared, dispatched, and tracking has begun, the service is deemed completed and no cancellation or refund will be available.
Since all our delivery options are trackable, an easy way to confirm whether your requested service has been fully performed by the Deed Poll Department is by checking if your documents have been handed over to Royal Mail and tracking has been activated for your order. You can see the exact time the documents were handed over to Royal Mail by entering your tracking number through this link https://www.royalmail.com/track-your-item.
Please note that we process all approved refunds within 24 hours of receiving your request and will issue a refund receipt immediately. If you choose to cancel your order, an administration and processing fee will be deducted from any refund issued. A cancellation charge of £12.50 applies to all Archived Deed Poll orders, and a cancellation charge of £20 applies to all Adult and Child Deed Poll orders. Once the refund has been completed from our end, any subsequent delay of up to 10 working days for the amount to appear on your bank or card statement is entirely dependent on your bank or payment provider. This delay is beyond our control, as it depends solely on how your financial institution processes and reflects the refunded amount on your statement.
We reserve the right to decline the processing of an application if any restrictions on names apply to your proposed name. To clarify, payment made through our online portal does not guarantee service if such restrictions are applicable. In this instance, we will notify you of our decision to not to proceed with your application via email, and a full refund will be issued.
Order cancellation verification
For security and verification purposes, any request to cancel an order must be submitted using the same email address or telephone number that was originally provided at the time of placing the order. If a cancellation request is received from a different email address or contact number, we reserve the right to verify the request by contacting the original email address or telephone number associated with the order before processing the cancellation. Cancellation requests will only be actioned once satisfactory verification has been completed.
Errors in deed polls
Our mistake: If we make a spelling or typographical error (not based on incorrect information provided by you), we will issue a corrected Deed Poll at no extra charge.
Your mistake: If you provide incorrect details (e.g., spelling mistakes, wrong address), you will need to apply for a replacement. Please contact our helpline.
Intellectual property
All design, code, text, and graphics on this site are protected by copyright and intellectual property laws unless stated otherwise. You may:
- View content on a computer screen.
- Store content electronically (excluding servers or network storage).
- Print a single copy for personal, non-commercial use.
You may not reproduce, modify, distribute, or use site content for commercial purposes without written permission from the Deed Poll Department.
Language
The Deed Poll Department website, services, and all documentation are provided in English only.
Our Fee
Delivery
Our standard Adult Deed Poll fee is £22.50, and Our Child Deed Poll fee is £22.50. each additional Deed Poll copy is charged at £4.99. our Archiving Service is available for a fee of £7.00. Archive search fee is £7.50. Replacement Deed Poll fee is £46.00 for one name change. Adult and Child Deed Poll applications completed via phone are charged at £32.50 each. An error rectification fee of £8.50 applies where corrections are required due to incorrect information provided. Each separate declaration is charged at £4.00.
Delivery charges: Tracked Economy Delivery is £5.95, Tracked Express Delivery is £11.95, Next Day Delivery by 1:00 pm is £39.95, Next Day Delivery by 9:00 am is £98.95 and International Tracked & Signed is £39.95.
We offer multiple delivery options to suit your needs, and you can select one of the options below at the end of your application form.
Track Eco: Our Track Eco (Royal Mail Tracked 48®) delivery service costs £5.95, which aims to deliver within 3 – 4 working days for orders placed by 3 PM (Monday to Friday). Please note, this service does not guarantee delivery within 3–4 working days, it can take more than 3-4 working days.
Track Exp: We also offer Priority Track Exp (Royal Mail Tracked 24®) at £11.95, which aims to deliver within 1 – 2 working days for orders placed by 3 PM (Monday to Friday). Please note, this service does not guarantee delivery within 1–2 working days, it can take more than 1-2 working days.
Next Day by 1 PM: If you require faster service, our Next Day by 1 PM delivery is available for £39.95. Orders placed by 3 PM (Monday to Friday) will be delivered by 1 PM the next working day, excluding bank holidays, Christmas Eve, and New Year’s Eve. As this is a signed-for service, please ensure that someone is available at the delivery address to receive the package. Please note this service has some postcode exceptions as per Royal Mail website, see below ‘Postcode exceptions’ section.
Next Day by 9 AM: For the most urgent deliveries, our Next Day by 9 AM service is available at £98.95. Orders placed by 3 PM (Monday to Friday) will be delivered by 9 AM the following morning, excluding bank holidays, Christmas Eve, and New Year’s Eve. As this is a signed-for service, please ensure that someone is available at the delivery address to receive the package. Please note this service has some postcode exceptions as per Royal Mail website, see below ‘Postcode exceptions’ section.
Postcode exceptions
We will deliver your order using Royal Mail, which has certain postcode exceptions for the “Next Day by 1 PM” (see Royalmail) and “Next Day by 9 AM” (see Royalmail) services. If your delivery address falls within one of the excluded postcodes and Royal Mail is unable to deliver within the specified timeframe, we will bear no liability for the delay. We strongly recommend checking the Royal Mail website for the most up-to-date list of excluded postcodes before selecting your delivery option.
Please note: The delivery guarantee does not apply in cases where Royal Mail experiences a service outage, server or IT failure, or delays caused by accidents, weather disruptions, industrial action/strike, or any other circumstances beyond our control. In such cases, we cannot be held responsible for the delay or offer compensation for late delivery.
Important dispatch disclaimer
While we endeavour to dispatch all orders received by 3:00 PM (Monday to Friday, excluding bank holidays, Christmas Eve, and New Year’s Eve) on the same working day, we cannot guarantee same-day dispatch if the order information provided at the time of purchase is incorrect, incomplete, or unverifiable. It is the customer’s responsibility to ensure that all order details entered are accurate and up to date. We accept no liability for delays resulting from errors or omissions in the order information provided.
Damaged or missing documents
If your Deed Poll documents arrive damaged (for example, torn, wet, stained, or otherwise compromised) or if any documents are missing from your order, you must notify us within three (3) days of delivery.
For damaged documents, please provide a clear photo showing all four corners of the certificate visible and confirming that the document is unsigned and undated.
For missing documents, please provide your order reference number along with a brief description of the issue.
We may also ask you to return the damaged documents to us for verification. Please note that we cannot accept responsibility for any damage or missing items reported after this three-day period, nor can we be held liable for any loss or damage occurring after the documents have been delivered to your address. Our responsibility is limited solely to investigating reports made within the stated timeframe.
While all Deed Poll documents are prepared and dispatched in pristine condition and securely packaged with extra care using board-backed envelopes, minor creasing or handling marks may occur as a result of postal handling. These minor imperfections do not affect the legal validity or acceptance of the Deed Poll and do not constitute a defect or grounds for replacement.
Additional Deed Poll
If you applied for an Adult Deed Poll or Child Deed Poll with us and opted for the Archiving Service, we will securely store your details and, upon request, provide additional Deed Poll copies. Any additional copies must be signed, dated, and witnessed again in order to be valid.
If your original Deed Poll was issued by another provider, we can prepare a Replacement Deed Poll based on the information and name change dates supplied by you. We will not be held responsible if the Replacement Deed Poll is not accepted due to incorrect names, dates, or other information provided by you, and our refund guarantee will not apply in such circumstances.
If you mistakenly apply for additional Deed Poll copies without having originally opted for our Archiving Service, this will be identified following a check of our Archive Database. In such cases, we will be unable to process your application, and any amount paid will be refunded subject to an administrative fee, in accordance with our refund policy. We can, however, still assist by preparing a Replacement Deed Poll. In this case, the standard Replacement Deed Poll fee will apply and must be paid separately. If you choose not to proceed with the replacement deed poll application, you may request a refund, which will be processed in accordance with our refund policy.
Child Deed Poll verification
Where a child Deed Poll is rejected by any organisation, authority, or third party, the applicant must first provide a copy of the rejection letter or written communication issued by the relevant organisation. Upon review of the rejection, and prior to contacting the rejecting organisation on the applicant’s behalf, we may require the full contact details of all persons who hold parental responsibility for the child. This is to allow us to contact each person individually to verify that valid and informed consent was given for the child’s name change. This verification step is undertaken to confirm that the child Deed Poll was properly executed, as many organisations reject child Deed Polls where there is doubt that consent has been obtained from all persons with parental responsibility. Failure to provide the rejection letter or the requested contact details may prevent us from proceeding further or from contacting the rejecting organisation in relation to the child Deed Poll.
Lost documents
If you have chosen a non-guaranteed delivery option and your Deed Poll documentation has not been delivered by Royal Mail within 12 days from the date of dispatch, you may request a replacement Deed Poll on or after the 13th day. Once we have confirmed non-delivery, we will issue and send replacement documentation at no additional cost. If Royal Mail tracking confirms that your documents have been delivered but you believe you have not received them, you are required to notify us in writing within 14 calendar days of the delivery date recorded on the Royal Mail website. Notifications received after this period cannot be processed, and we will be unable to raise an enquiry, issue replacements, or take further action.
Disclaimer and our liability
The Deed Poll Department prepares unenrolled deed polls based solely on information provided by the applicant. We do not verify identity, entitlement, or the accuracy of any details supplied. The applicant is fully responsible for ensuring all information submitted is true, correct, and lawful. We accept no liability for loss, refusal, or consequences arising from inaccurate, false, or misleading information, or from any misuse of the documents produced. Deed Poll Department is a private, independent service, not affiliated with any government agency. We prepare unenrolled deed polls for self-declared name changes throughout the UK.
The information provided on this website is for general guidance only. While we strive for accuracy, the Deed Poll Department accepts no liability for any errors, omissions, or consequences arising from reliance on the content. Users are encouraged to verify details independently before taking any action. Also, please note that information is saved on our server as you fill out our deed poll applications.
We are not liable for any consequential, special, indirect, financial, economic, or similar losses, including loss of profits or damage to reputation. We also do not take responsibility for any compensation or financial payments you may be required to pay. Our total liability is limited to the amount you have paid for the service(s).
Contact number policy
Our official contact number 0330 133 4852 is a dedicated business line registered to the Deed Poll Department. It connects directly to our customer service team and is used solely for client enquiries related to our services.
Calls to 0330 numbers are charged at the same rate as standard UK landline numbers and are included in most call packages. This number is active during our office hours and has a voicemail facility to ensure no enquiry goes unanswered.
We do not use any premium-rate, personal numbering, or international forwarding services.
Disputed orders
To ensure fair, consistent, and secure processing of all applications, the following terms apply where an order is subject to a dispute, query, or delivery issue. Where a customer raises a dispute, claim, chargeback, reimbursement request, or delivery issue in relation to any order, that matter must be fully reviewed and resolved before any further orders, applications, replacements, or additional services are processed for the same customer. Any payment made for a subsequent order while a dispute remains open does not constitute acceptance of liability, fault, or entitlement to reimbursement, and does not affect the outcome of the ongoing dispute. The company reserves the right to place new or replacement orders on hold, or to suspend processing, until the disputed matter has been concluded through internal review, courier investigation, or written agreement with the customer. By placing a further order while a dispute is ongoing, the customer acknowledges and agrees that processing of future services is conditional upon resolution of the original dispute and acceptance of these terms.
Chat-based orders
In addition to online submissions, we also accept orders via chat. By initiating contact, providing personal details, or confirming an order through our chat service, you agree to our Terms & Conditions and Privacy Policy. A link to these terms will be provided upon request. If you do not agree, please discontinue the interaction.
All chat-based orders are processed as distance contracts under the Consumer Contracts Regulations 2013 and the Digital Markets, Competition and Consumers Act 2024 (DMCC Act).
Data processing
When you submit an application with us, we use your personal information solely to prepare your documents and offer personalised guidance related to your name change. We do not require your explicit consent to process this data, as it is essential for fulfilling our contractual obligations to you. Rest assured, your information will never be used for any unrelated purpose, shared with third parties (unless required by law), or retained beyond the period necessary to complete our services.
Please note that to ensure the integrity and privacy of the Deed Poll documents issued, once your documents have been dispatched, they cannot be modified and will be securely archived if you have opted in for the archiving service.
Force majeure
Deed Poll Department shall not be held liable for any failure or delay in performing our obligations due to events beyond our reasonable control. Such events include, but are not limited to, natural disasters, extreme weather conditions, acts of God, fire, flood, war, terrorism, civil unrest, strikes, industrial disputes, pandemics, government actions, postal or courier disruptions, and failures or delays of third-party service providers, including Royal Mail.
Complaints
We value customer feedback and handle complaints promptly. If you have any concerns, you can contact our Quality Assurance team at support@deedpolldepartment.co.uk.