At Brunel Franklin, customer relations are very important to us, we strive to meet and where possible exceed our customers expectations, but occassionally we may fall short in some way. In these circumstances we want to know, we assure you that we take every complaint received very seriously and deal with them 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: .(JavaScript must be enabled to view this email address)
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 the Claims Manager, Natalie Esmonde 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
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
.(JavaScript must be enabled to view this email address)
Tel: 0871 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.
