How to complain

If something has gone wrong, please tell us. We respond personally, in plain English, and aim to put things right quickly.

1. How to raise a complaint

Email hello@estatehq.io with the subject line beginning “Complaint”. Tell us:

• What happened, with dates and any relevant references.
• The outcome you would like.
• How best to reach you (email is fine; we will use the same address unless you ask otherwise).

If you can’t use email, you can also reach our team from inside the app under Help & Support. Tagging the request as a complaint helps us route it correctly.

2. What happens next

1. We acknowledge receipt within two working days.
2. A senior member of the team reviews the matter; they will be someone who was not directly involved in what you’re complaining about.
3. We may contact you for clarification or additional context.
4. We send a written response setting out our findings and what (if anything) we will do.

3. Our response targets

We aim to send a substantive response within eight weeks of receiving the complaint. Simple matters are usually resolved sooner. If we need longer, we will tell you why and when to expect our reply.

4. Your statutory rights and external routes

EstateHQ is an unregulated provider of technology-led estate administration support. The Legal Ombudsman does not cover EstateHQ, because we are not a regulated legal-services provider. We say this plainly so you can choose your route knowing the facts.

Your statutory consumer rights are unaffected by anything in these procedures. If you are not satisfied with our response, you may also:

• Contact Citizens Advice for free, impartial consumer guidance.
• Report concerns to Trading Standards via Citizens Advice or your local authority.
• Where relevant to misleading practices, contact the Competition & Markets Authority.
• Bring a claim in the courts of England & Wales.

For data-protection complaints specifically, you may complain to the Information Commissioner’s Office (our ICO registration is ZC155686).