Complaints Policy

1. How to complain

If you are unhappy with Estate Advice Group, contact us with your name, contact details, what happened, the page/account involved and what outcome you are seeking.

2. What happens next

We will acknowledge complaints where appropriate, review the information available, and aim to respond in a reasonable timeframe. Complex issues may take longer.

3. Professional complaints

If your complaint is about a advisor’s advice, conduct or service, that professional is responsible for their own complaints process. You may also be able to contact their professional body, insurer, regulator or complaints scheme.

4. Data protection complaints

If your complaint relates to personal data, we will handle it under our Privacy Policy. You may also complain to the Information Commissioner’s Office.

5. Safeguarding complaints

If a complaint raises safeguarding or serious risk concerns, we may prioritise safety and share information where lawful and necessary.