Questions, answered without the marketing voice.

We check publicly accessible UK business websites for faults that stop customers doing something commercially important — buying, booking, or getting in touch. When we find one and can prove it, we send the business a private report showing the evidence. Reading it is free.

If the finding is useful, you can buy a repair pack: the diagnosis, the likely cause and implementation steps your developer can act on. If it isn't, you owe us nothing.

No. We opened pages that are already public to any visitor — the same pages a customer would see — and recorded what your server sent back. That is all.

We did not, at any point:

• log into an account, admin area or private system
• guess, test or attempt any password
• bypass authentication or any access control
• run security, penetration or vulnerability testing
• modify anything on your website

The error we found was returned by your own server in response to an ordinary page request. Nothing about our visit caused it.

No. We never enter areas behind a login, so we never encounter customer data. We store the website address, the affected URL, the responses your server returned and the times we saw them. Nothing about your customers.

Full detail is in our privacy notice.

No — and we will never ask for them. Not for the check, not for the report, not for the repair pack.

If anyone claiming to be FaultFound asks you for a password, it is not us. Please forward it to support@faultfound.co.uk so we can look into it.

No. We browse; we never submit. No order was placed, no booking was made, no enquiry form was sent and no payment or card details were entered anywhere.

This is a deliberate design constraint, not a policy we apply case by case. The checking system has no ability to submit forms.

Your website is publicly listed as a UK business, which is how it entered our checking queue. Most websites we check are healthy and we never contact them. You heard from us because a confirmed, reproducible fault was found on a route that matters commercially.

Because a fault of this kind is easier to show than to describe. An email can carry a link to the actual evidence — the URL, the response codes, the timestamps — so you can check it yourself, at your own pace, without anyone talking over you.

It also means you can ignore us at no cost. A cold call does not offer that.

Reasonable question. Some things you can check without trusting us at all:

• Open the URL in the report yourself. You should see the same failure.
• We never ask for a password, a login or remote access to anything.
• Reading the report is free. Nothing is charged for it, ever.
• There is no countdown, no expiring offer and no chasing sequence.
• Our price is on the public pricing page, not invented per customer.

If something still doesn't sit right, email support@faultfound.co.uk and ask. A person will answer.

Before anything is reported it must survive three tests: it has to reproduce on a separate check made later, it has to be independently confirmed in a real browser, and it must not be explained by bot protection or rate limiting.

Every report also carries a confidence percentage. When our confidence is low, the report says so rather than hiding it. We would rather send you nothing than send you noise.

Usually because there is nothing to spot from where they are standing. The most common reasons:

• the fault only appears part-way through a journey, past where testing normally stops
• it affects one product, one date or one delivery option out of hundreds
• the site's monitoring watches uptime, and the server genuinely is up
• a platform, plugin or app updated itself after the last piece of work
• nobody has recently gone through the site cold, as a customer would

This is not a criticism of your developer. It is a criticism of how easy it is for this class of fault to hide.

Then don't buy anything. If the route works when you check it, the report has done its job for free and there is nothing to cancel.

It is worth checking the exact URL and the exact step in the report, though — intermittent faults sometimes look resolved from a different device, browser or location. If you'd like us to re-check, just ask and we will.

Because you can reproduce it yourself. Every finding names a specific URL and the exact steps to reach it. Open it and see what happens.

The report also records timestamps for each observation, the HTTP status codes returned, and the separate browser confirmation. Your developer can cross-check all of it against your own server logs for the same times.

Tell us. Reply to the report or use the contact page and describe what you're seeing.

We will re-check the route and give you a straight answer. If the finding was wrong we withdraw it, explain what our system misread, and it is not raised with you again. That outcome is better for us than an argument — a reputation for accuracy is the only asset this business has.

No, and we do not claim to. We check public customer-facing journeys for a specific class of commercially significant fault. We are not a full audit, a security assessment, an accessibility review or a performance test.

A report tells you about the fault we confirmed. It is not a statement that nothing else is wrong.

• Immediately: a confirmation email and a receipt from our payment provider.
• Within one working day: the full repair pack for that finding, as a document you can forward to whoever maintains your site.
• While it's being fixed: reply to that email if your developer needs the evidence clarified, and we will answer.
• Once it's live: tell us and we re-check the same route, then confirm in writing whether the fault has gone.

Yes, and that is how the pack is designed to be used. It is written as a handover document: reproduction steps, ranked likely causes, the components and integrations to inspect, implementation guidance and a verification checklist.

You do not need to involve us any further. If your developer has questions about the evidence itself, they can email us directly.

What you buy is the diagnosis and repair intelligence, not the implementation. Most businesses hand it to the developer or agency who already looks after their site, which is usually faster and cheaper than bringing in someone new.

If you would rather we carried out the change, reply to your report and ask. We will tell you honestly whether we can do it on your platform, what it would involve and what it would cost — quoted separately, and only where we are confident we can deliver it.

The repair pack is a diagnosis and a plan, and there are situations where the honest answer is "this sits with your hosting provider" or "this is inside a third-party system you don't control". Where that is the case, the pack says so clearly and tells you who needs to act and what to ask them.

If we cannot produce a useful diagnosis for a finding you have paid for, contact us. We will not keep money for work we could not deliver.

No. One payment, for one confirmed finding. No stored card, no recurring charge, no renewal date and no account to cancel. If a second, unrelated fault is found later, that is a separate decision you make separately.

Not today. FaultFound currently works on a one-off basis: a confirmed finding, a report, and a repair pack if you want it.

Continuous journey monitoring is a natural extension and something we may offer in future. We are not going to sell it before it exists, so there is no waiting list to join.

By the finding, not by your company. Three things set the tier: where the fault sits in the customer journey, how completely it blocks that journey, and how much diagnostic work it takes to give you a usable repair plan.

The tiers are published on the pricing page and the exact figure for your finding appears on your report before you decide.

Yes. Because we test the way a customer browses, the platform makes no difference to whether we can find a fault. On WordPress specifically, a large share of the faults we see trace back to a plugin or theme update changing behaviour on one template or route.

Yes — product, collection and checkout journeys, along with the routes that installed apps add. Shopify faults often sit in an app or a theme customisation rather than in Shopify itself, and the repair pack says which.

Yes. Cart, checkout, delivery and payment steps are exactly the kind of multi-stage journey this service is built around, and they are where extension conflicts most often show up.

We can find faults on anything that serves pages over HTTP. For the repair guidance, we work from the evidence: the failing route, the responses, the behaviour around it, and what that pattern normally indicates.

On a bespoke system we cannot see the source of, we will not pretend to know the exact line of code. The pack ranks likely causes and names what to inspect, and clearly separates what we observed from what we infer.

No. We request pages at a polite rate — comparable to a handful of ordinary visitors — and we do not load-test, stress-test or run anything intensive. If your server rate-limits or blocks us, we treat that as your firewall doing its job and back off.

You can ask, and we will tell you honestly whether we can. Capacity is limited, requests are handled in order, and we will not promise a turnaround we cannot meet.

What we will not do is invent a finding to justify the visit. If your public customer journeys check out clean, we will tell you that — and there will be nothing to sell you.

Request a check

Tell us once. Use the opt-out page or email support@faultfound.co.uk with your domain.

Your domain goes onto a permanent suppression list. We stop checking it, and you are removed from any future contact. You do not need to give a reason, and we will not ask for one or try to talk you out of it.

We keep what is needed to support a finding and to honour an opt-out:

• the website address and the publicly listed business details attached to it
• the URLs checked and the HTTP responses they returned
• timestamps for each observation and re-check
• the finding itself, its severity and its confidence score
• any correspondence you send us
• your domain on the suppression list, if you opt out

We do not store your customers' data, because we never go anywhere it could be found. The full detail is in our privacy notice.

Your report is at a private, unguessable address, is not listed anywhere on this website and is excluded from search engines. We do not publish or share findings about your website with anyone else.

Anyone you forward the link to will be able to open it, which is deliberate — you will usually want to send it to your developer.

We remove you from checking and contact, and delete what we no longer need. We keep your domain on the suppression list — otherwise we would have no way of knowing not to contact you again, which would defeat the purpose.

For a full erasure request, email support@faultfound.co.uk and we will explain exactly what can be removed and what has to be retained, and why.

Yes. FaultFound is UK-focused: we check UK business websites, price in pounds sterling and provide support during UK working hours.

Registered company details will be published on the about page and in the footer once the legal entity is finalised. We would rather show nothing there than publish a registration number we cannot evidence.

Small. FaultFound is a focused engineering operation rather than an agency, and we are not going to invent staff to look larger.

What should matter to you is whether the finding is real and whether a person replies when you write to us. Both of those we stand behind.

Open the URL in your report and follow the steps it lists. Either the page fails the way we described, or it doesn't. That single check tells you more about our accuracy than anything we could write about ourselves.

Your developer can go further and match our timestamps against your own server logs for the same moments. If the entries line up, the finding is exactly what we said it was.

We are a young company, so anything we publish here is limited to what we can substantiate — you will not find a star rating, a review count or a customer logo on this site that we cannot stand behind.

Use the contact page or email support@faultfound.co.uk. We aim to reply to every enquiry within one working day.