Complaints procedure

Tell us first

Ring 01793 228068 and ask to speak to whoever handled your matter, or email hello@beadvisedlegacy.co.uk with “Complaint” in the subject line. If you would rather put it in writing, our address is on the contact page.

It helps if you can tell us:

• what happened, and when;
• who you dealt with;
• what you would like us to do to put it right.

What happens next

1. Within three working days we will acknowledge your complaint in writing and tell you who is dealing with it.
2. Within fourteen days we will investigate — reviewing the file, speaking to whoever was involved, and contacting you if we need anything further.
3. Within eight weeks at the latest, you will have our final written response setting out what we found, whether we uphold the complaint, and what we propose to do about it. In practice it is usually far sooner.

If we need longer, we will write and tell you why, and give you a date by which you will hear from us.

If you are still not satisfied

BeAdvised Legacy Planning is an unregulated estate planning service and does not provide regulated financial or legal advice. Because the work is not a regulated activity, the Financial Ombudsman Service cannot consider a complaint about it.

You may instead refer your complaint to the trade body whose code of practice we work to. Ask us for the current details and we will give them to you in writing along with our final response.

If your complaint is about how we have handled your personal information, you can also contact the Information Commissioner’s Office — see our privacy notice.

What it costs

Nothing. We do not charge for investigating a complaint.