Complaints Procedure

1. Our Commitment

We take complaints seriously and see them as an opportunity to improve. We want to resolve your concern as quickly and fairly as possible, and we will always try to do so informally first before moving to a formal process.

This procedure applies to all services provided by EBA Group Limited across our Core, Insights, Partner, Select and eba Plus service packages.

2. Early Resolution (Informal Stage)

Most concerns can be resolved through a conversation. If something is not right, please raise it with the team member handling your work. In many cases, a quick discussion will put things right without needing to go further.

If the team member cannot resolve the issue to your satisfaction, or if you would prefer not to raise it with them directly, please contact our complaints handler:

David Elliott, Founder & Managing Partner, FCA
Email: hello@eba-group.co.uk
Tel: 0333 358 0117
Post: Ground Floor, Rear Barn, Knutsford, Cheshire, WA16 0SR

If your complaint relates to David Elliott personally, or if he has a conflict of interest in the matter, your complaint will be handled by:

Mike Scott, Senior Partner
Email: hello@eba-group.co.uk
Tel: 0333 358 0117

Or alternatively:

Jonathan Elliott, Business Development Director
Email: hello@eba-group.co.uk
Tel: 0333 358 0117

3. Formal Complaint Process

If your concern cannot be resolved informally, or you wish to make a formal complaint from the outset, please put it in writing (by email or letter) to the complaints handler above. Include:

• Your name, contact details and client reference (if known)
• A clear description of what went wrong
• What outcome you are looking for
• Any supporting documents or correspondence

4. What Happens Next

4.1 Acknowledgement

We will acknowledge your complaint in writing within 5 business days of receiving it. The acknowledgement will confirm who is handling the complaint and what happens next.

4.2 Investigation

The complaints handler will review the relevant files, speak with the team members involved, and may contact you to discuss the matter further. We aim to complete our investigation and provide you with a full written response within 28 calendar days of acknowledgement.

If the complaint is more complex and requires longer, we will write to you within those 28 days to explain why, give you a revised timeline, and update you at least every 14 calendar days until the matter is resolved.

4.3 Outcome

Our written response will explain our findings, whether we uphold the complaint (in full or in part), and any action we propose to take. If we have made an error, we will explain how we intend to put it right.

5. Eight-Week Deadline

We will do everything we can to resolve your complaint within 8 weeks of receiving it. If we have not resolved the matter within 8 weeks, we will write to you explaining why and confirm your right to refer the complaint to ICAEW (see below). This is not optional — it is a regulatory requirement.

6. Escalation to ICAEW

If you are not satisfied with our final response, or if 8 weeks have passed without resolution, you have the right to refer your complaint to our professional body:

ICAEW
Chartered Accountants' Hall, Moorgate Place, London, EC2R 6EA
Email: complaints@icaew.com
Tel: +44 (0)1908 248 250
Website: icaew.com/complaints

ICAEW can investigate complaints about the professional conduct and competence of its member firms. They offer an independent review at no cost to you.

7. Alternative Dispute Resolution (ADR)

As an alternative to ICAEW, you may be able to use an ADR provider. CEDR (Centre for Effective Dispute Resolution) provides mediation services. Details are available at cedr.com. We are willing to participate in ADR where appropriate.

8. What We Do With Complaint Data

We keep a record of all formal complaints. David Elliott reviews the complaints log quarterly to identify patterns and drive improvements to our service. Complaint records are retained for 6 years in accordance with our data retention policy. Personal data within complaints is processed in accordance with our Privacy Policy and UK GDPR.

9. Your Other Rights

This complaints procedure does not affect your legal rights. You may also contact the Information Commissioner's Office (ico.org.uk) if your complaint relates to how we handle your personal data.

Last updated: April 2026