Complaints Procedure
Last updated: March 2026
Our commitment
Eastern Point Advisory is committed to providing a high quality service to all our clients. If something goes wrong or you are unhappy with the service you have received, we want to hear from you. We take all complaints seriously and aim to resolve them promptly, fairly, and professionally.
How to make a complaint
In the first instance, please contact us directly using the details below. You can make a complaint by email, letter, or telephone.
Email: hello@easternpointadvisory.co.uk
Post: [insert registered address]
Telephone: +44 (0) 1234 567 890
Please include your name, contact details, a clear description of your complaint, and any relevant dates or reference numbers. This will help us to investigate and respond as quickly as possible.
Our process
We will acknowledge your complaint in writing within three business days of receiving it.
We will investigate your complaint thoroughly and keep you informed of our progress. We aim to provide a full written response within 15 business days. If the matter is complex and requires more time, we will let you know.
Our response will set out our findings, any action we will take, and how we propose to resolve the complaint. We will do our best to reach a fair outcome for all parties.
If you are not satisfied with our response, please let us know and we will review your complaint again at a senior level. We will provide a final written response within a further 15 business days.
External redress
If you remain dissatisfied following our final response, you may be able to refer your complaint to an independent body. As Eastern Point Advisory is working towards RICS regulation, we will update this section with details of the appropriate redress scheme once our regulatory status is confirmed.
In the meantime, if you believe your complaint relates to a breach of consumer protection legislation, you may contact the Citizens Advice Bureau or seek independent legal advice.
Confidentiality
All complaints will be handled in strict confidence. Information relating to your complaint will only be shared with those within Eastern Point Advisory who need to be involved in investigating and resolving it.
Learning from complaints
We review all complaints to identify any patterns or areas for improvement in our service. We use this information to improve our processes and the quality of advice and service we provide to our clients.