Complaints Procedure

Should there be any aspect of our service with which you are unhappy we set out below our complaints procedure.

1. If you have a complaint, contact us with the details and we will record your complaint: lynne@brooke.law

2. We will send you a letter within 7 working days acknowledging your complaint and asking you to confirm or explain the details. We will also let you know the name of the person who will be dealing with your complaint.

3. If you reply to our letter at 2 we will reply within 5 days.

4. Your complaint will then be investigated.

5. Within 5 days of completing the investigation you will be invited to meet the person handling your complaint with a view to resolving it.

6. If the meeting at 5 results in your complaint being resolved, you will be sent a letter confirming the terms of the agreement reached.

7. You must let us know if you don’t want a meeting and if you do that within 5 days you will be sent a reply that will include suggestions for resolving the complaint.

8. If after the steps at 6 or 7 you are still not satisfied you then can decide whether to:

8.1 Take independent legal advice and you are free to do that at any time.
8.2 Refer the matter to mediation by The Centre for Effective Disputes Resolution.
8.3 Make a complaint to the SRA (Level 6 (Reception, 125 Old Broad Street, London EC2N 1AR. www.sra.org.uk)
8.4 You have the right to complain to the Legal Ombudsman.

A complaint to Legal Ombudsman must be made:

-within six months of receiving our final response to your complaint

and

-no more than one year from the date of the act or omission being complained about; or

-no more than one year from the date when you should reasonably have known that there was cause for complaint

All written correspondence should be sent to: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.

Where the word ‘days’ has been used, it means working days and not Weekends or Bank Holidays and if any of the timing, for good reason, has to be changed we will let you know and explain why.

If your complaint is about our costs, you may also have the right to object to the bill by applying to the Court for an assessment under Part III of the Solicitors Act 1974 but you will have to pay interest on the amount of the bill that is adjudicated to be due from the date of the delivery of the bill to the date on which it is paid.

The Brooke Consultancy LLP is authorised and regulated by the Solicitors Regulation Authority of England and Wales. SRA Number: 558805

Testimonials

We were recommended TBC during corporate dispute. We were immediately impressed at their quick grasp of the complex circumstances and is in-depth knowledge of the process. Delivering a strategy and giving unequivocal advice with expertise, experience and a personal touch; not least in their patience and thorough responses to all questions. We felt at ease during what turned out to be a lengthy court case, and we were delighted with the end result. TBC’s friendly and supportive attitude, combined with a readiness to take calls at all hours, helped built a strong relationship based on trust. With their network of specialised lawyers and barristers, be assured that they can achieve your objective. I would highly recommend Lynne Brooke and the team again and again.

Jordan and Graham Burnard

I have found Lynne to be very personable and approachable at all times, and extremely friendly and easy to deal with.

His approach is very pragmatic and he is extremely hardworking and conscientious. His works is excellent and he introduces innovative approaches to scenarios. His knowledge and legal advice have been extremely useful and professional, and I would have no hesitation in recommending his to others.

A pleasure to work with and I look forward to working with him on many projects in the future.

Damir Dudas

Director PRT London Ltd.

I sincerely thank our legal team for your dedication and assistance in handling our lawsuit against a foreign exchange company in the past few years.

Even more heartfelt thanks to Crl McMeel, lawyer Lynne and lawyer Kerem for your dedication and assistance in this case.

I express my highest thanks here!

I hope everyone will have the opportunity to cooperate again in the future!

Target Rich International Taiwan

Lynne and the team at The Brooke Consultancy have been providing legal advice for my practice over a number of years. Their impressive knowledge and application of the law spans across a spectrum of sectors and fields, the added value they bring to my business cannot be understated. The legal advice they have provided has proved essential and has enabled my business to flourish and grow.

Over the years I have referred The Brooke Consultancy to several clients, collaborators, peers, and business contacts and the results have been nothing short of outstanding.

I cannot recommend The Brooke Consultancy enough, if you are seeking legal advice as an individual or as a business, look no further.

Pedro Gil

Architect, ARB, RIBA Target Rich International Taiwan

Lynne and The Brooke Consultancy are such a pleasure to deal with. Lynne is a really great guy who is very good at listening and understanding our business’ requirements. We have a relationship with TBC, which we have built over many years now, as the team continue to support our business and its challenges ahead.

Stuart Wyeth

Sky Lofts Ltd

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Testimonials