Legal

Complaints Policy

We take all complaints seriously. Here is how to raise a concern and what to expect.

Complaints Policy

Cellar Advisor is committed to providing an excellent service. If you are unhappy with any aspect of our service, we want to hear from you so we can put things right.

How to make a complaint

Please contact us in writing at [email protected] or by post to Cellar Advisor Ltd, 21 Ellis Street, Knightsbridge, London SW1X 9AL. Include your full name, contact details, and a clear description of your complaint.

Our process

We will acknowledge your complaint within 5 business days and aim to resolve it within 28 days. If we cannot resolve your complaint within 8 weeks, we will write to explain why and what options are available to you.

Further escalation

As fine wine investment is not regulated by the FCA, we are not subject to the Financial Ombudsman Service. However, we are committed to resolving complaints fairly and transparently.