1. Purpose of this Policy

This policy sets out how Forte Advisory Group Ltd (“the Company”) handles refunds, complaints, and disputes in a fair, transparent, and professional manner.

The policy is designed to:

  • Protect clients
  • Set clear expectations
  • Reduce the risk of disputes and chargebacks
  • Satisfy the requirements of banks, insurers, and payment service providers

2. Nature of Services

The Company provides professional advisory services only.

  • Services are intangible and advisory in nature
  • The Company does not sell property
  • The Company does not act as an estate agent or intermediary
  • The Company does not handle client funds
  • Fees are not contingent on property purchase or transaction completion

Services are delivered under a written engagement agreement agreed prior to commencement.

3. Fees & Payment Structure

  • Fees are agreed in advance and confirmed in writing
  • Fees are typically invoiced in stages aligned to service milestones
  • Payments are made by UK clients directly to the Company
  • No third-party or pass-through payments are accepted

4. Refund Policy

4.1 General Principle

Due to the professional and time-based nature of advisory services, fees are generally non-refundable once services have commenced.

However, the Company is committed to acting reasonably and will review refund requests on a case-by-case basis.

4.2 Circumstances Where a Refund May Be Considered

A partial or full refund may be considered where:

  • Services have not yet commenced
  • The Company is unable to deliver the agreed services
  • An administrative or billing error has occurred

Any refund decision will take into account:

  • The stage of the engagement
  • Work already performed
  • Time and resources committed

4.3 Circumstances Where Refunds Are Not Provided

Refunds will not normally be provided where:

  • Services have been delivered as agreed
  • The client changes their mind or circumstances
  • A property transaction does not proceed
  • The outcome does not meet the client’s personal expectations

The Company does not guarantee outcomes and does not accept liability for third-party actions.

5. Cancellations

  • Clients may cancel an engagement by providing written notice
  • Fees incurred up to the point of cancellation remain payable
  • Any prepaid amounts relating to unperformed services may be reviewed in line with Section 4

6. Complaints Handling Procedure

6.1 How to Make a Complaint

Clients wishing to raise a complaint should do so in writing by email, providing:

  • Their name and contact details
  • A clear description of the issue
  • Any relevant supporting information

6.2 Complaint Review Process

  • All complaints are acknowledged within 5 business days
  • Complaints are reviewed by the Director
  • A substantive response is provided within 20 business days where reasonably practicable

Where further investigation is required, the client will be kept informed.

6.3 Resolution

The Company will seek to resolve complaints fairly and proportionately, which may include:

  • Clarification of services provided
  • Remedial action where appropriate
  • A goodwill gesture at the Company’s discretion

7. Chargebacks & Payment Disputes

In the event of a payment dispute or chargeback:

  • The Company will provide evidence of services delivered
  • Engagement agreements, correspondence, and records may be shared with the payment provider
  • The Company encourages clients to raise concerns directly before initiating a dispute

8. Exclusions & Limitations

The Company is not responsible for:

  • Decisions made by the client
  • Actions or advice of third parties
  • Legal, financial, or tax outcomes

Nothing in this policy limits statutory rights under UK consumer law.

9. Record Keeping

The Company maintains records of:

  • Complaints received
  • Actions taken
  • Outcomes

Records are retained securely in accordance with applicable law.

10. Policy Review

This policy is reviewed:

  • Annually
  • Following material changes to services
  • Following significant complaints or disputes
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