Complaints procedure

Brown&Co has a two-stage complaints handling procedure for the benefit of our clients. Stage one allows our firm to review and consider a client’s complaint in full and attempt to resolve the matter to our clients’ satisfaction, while stage two gives our clients the opportunity to have their complaint reviewed and considered by an independent redress provider.

If you have spoken to us about your complaint, we ask that you put the details of your complaint in writing. This is so that our firm can establish a full understanding of the reasoning behind your complaint. A senior person has been appointed in each office to deal with complaints, so please send your written complaint to:

We will consider your complaint as quickly as possible and will aim to contact you within three working days to acknowledge receipt of your claim and to inform you of our understanding of the circumstances leading to your complaint. Where possible, within fifteen working days of receipt of your written complaint, the person dealing with your complaint will write to you to inform you of the outcome of the investigation into the matter and to let you know what actions have been or will be taken.

If you are dissatisfied with the outcome at this point you may wish to refer to (for consumer clients) The Property Redress Scheme, Elwood House, 42 Lytton Road, Barnet, Hertfordshire, EN5 5BY, telephone 0333 321 9418 or e-mail info@theprs.co.uk; or (for business clients) The Centre for Effective Dispute Resolution, The International Dispute Resolution Centre, 70 Fleet Street, London, EC4Y 1EU, telephone 020 7536 6000 or e-mail info@cedr.com.