Our Complaints Handling Policy

Browns are committed to providing the highest quality legal service to all our clients. If something goes wrong, or at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem. This will help us to improve our standards.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you 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. You can raise your concerns with the Solicitors Regulation Authority.

If we are unable to resolve your complaint ourselves the Legal Ombudsman can help you. 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,


  • 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:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ


Complaints Procedure

Step 1

You should contact us with details of your complaint.


Step 2

We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.


Step 3

We will then investigate your complaint. This will normally involves passing your complaint to the person handling the particular matter. The file handler will provide a detailed written reply to your complaint within ten days of sending you the acknowledgment letter.


Step 4

At this stage, if you are still not satisfied, you should contact us again and the matter will be referred to our Director, who will carry out a review and respond to you within ten days. 


Step 5

If you remain unsatisfied, you should contact the Legal Ombudsman. Any complaint to the Ombudsman must usually be made within six months of the date of our final decision on your complaint.

If we have to change any of the timescales above, we will let you know and explain why.