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Complaints

Complaints Policy

Our aim at Brunswicks is always to provide clients with appropriate advice in a timely fashion.  We want to give the best service we can.

If at any point you become unhappy or concerned about the service provided by Brunswicks then you should tell us about your concerns immediately, so that we can do our best to resolve the problem.

We suggest, that, in the first instance you should contact the person working on your case to discuss your concerns, and ideally resolve any issues. 

If that does not prove possible, or if you would prefer to make a formal complaint straight away then please set out your concerns in writing to:

The Directors, Brunswicks Law Limited, 24 Hamilton Square, Birkenhead CH41 6AY.  You are welcome to post your concerns to us at the above address or email them to:

andrew.dawson@brunswicks.eu and keith.lewin@brunswicks.eu

If you make a complaint it will not affect how we handle your ongoing instructions.

Our complaints procedures

Upon receipt of your complaint we will acknowledge receipt of it as follows:

  • If the complaint is received by email we will respond by email within 2 working days;
  • If the complaint is received by letter through the post we will respond by letter through the post.  You should expect receipt of such a letter within 4 working days of us receiving your letter of complaint.

If you do not receive an acknowledgement within these timescales please call us on 0151 666 1700 to confirm that we have received your complaint.

When acknowledging your complaint we will advise you which director of Brunswicks will take the lead in examining and considering your complaint, how he or she will conduct their investigations and the expected length of time we anticipate it will take to complete our internal investigations.  The director handing your complaint will also contact you inviting you to provide any further or additional information and to discuss with you the scope of his or her investigations.

Our aim, subject to the complexity of the matters complained about, is to be able to respond fully to your complaint within 28 days.  We may need more time to consider matters – however if we consider this to be necessary, we will write to you advising you why this is this case and we will provide you with a revised estimate of the time within which we believe we will be able to consider matters.

 

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint

and

  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.