Customer Relations

At Brunel Franklin, customer relations is something that we strive to maintain and improve. Any complaint received is taken very seriously and is dealt with professionally and courtesously in accordance with our internal complaints procedure.

Start your claim now!

Customer Relations

At Brunel Franklin, customer relations is something that we strive to maintain and improve. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure.

Our internal complaints procedure is designed to resolve our clients' concerns quickly and efficiently.

How can I make a complaint?

You may complain to:
Brunel Franklin
4th Floor, Ashley House
Ashley Road
Altrincham
Cheshire
WA14 2DW
0871 700 1415

Complaints can also be sent by e-mail to: CustomerRelations@brunelfranklin.com

What happens next?

You will receive an acknowledgment either in writing or by e-mail within 5 working days of receipt. Our Customer Relations Department will thoroughly investigate your concerns and a response will be issued within 4 weeks. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress. If we do not hear from you within 14 days of receiving our response, we will assume that your complaint has been resolved and your file will be referred back to the relevant department.

I'm not satisfied with the response...What can I do?

If you do not feel that your complaint has been resolved satisfactorily please write a letter to explain why and ask for a further review.

What happens next?

Your case will be reviewed by our Claims Manager and a response will be sent within 8 weeks from the date we received your first complaint. This is the final stage of our internal complaints procedure.

If I remain dissatisfied, who can I write to?

If you have received a final response and still consider your complaint to be unresolved, you have the right to refer your complaint to the Claims Management Regulator, the Ministry of Justice.

Please note, the Regulator will only intervene once all steps of the Company's in house complaints procedure have been followed. The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.

Claims Management Regulator
57-60 High Sreet,
Burton on Trent
Staffordshire
DE14 1JS
info@claimsregulation.gov.uk
Tel: 0845 450 6858

NB. We reserve the right to decline to consider a complaint which is made more than six months after the complainant became aware of the cause for the complaint.

Please note: We operate on a No Win, No Fee* basis and do not ask for fees up front. We will also never ask for payment in person.

If you have been asked for an upfront fee, payment in person or payment without evidence of your PPI refund from people claiming to be Brunel Franklin, please contact us immediately on 0800 05154 51 .

* There will be no fees payable if you cancel, in writing, within 14 days of entering into an Agreement with Brunel Franklin. If, after the 14 day cooling off period, you cancel the Agreement prior to any offer of settlement being made, we reserve the right to charge you reasonable costs for the administration of your claim, up top the point at which you informed us you would like to cancel.

The cases featured in our news articles are genuine customer experiences, however names have been changed for data protection purposes.

Flairford Securities Ltd, trading as Brunel Franklin (info@brunelfranklin.com) is regulated by the Claims Management Regulator in respect of regulated claims management activities (CRM13067); its registration is recorded on the website www.claimsregulation.gov.uk. Consumer Credit License Number 621590.

Site by First Internet Web design Manchester