Complaints – Peter Brown & Co, Solicitors LLP

PETER BROWN & CO SOLICITORS LLP

COMPLAINTS HANDLING PROCEDURE

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If at any point you become unhappy with the service we provide to you or you have concerns about your bill, then you should inform us immediately so that we can do our best to resolve the problem for you.

If you have a complaint, please contact us with the details.

What will happen next?

We will send you an email or letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to Robin Church or Alan Magnus who are the partners responsible for handling complaints. They will review your matter file and speak to the member of staff who acted for you.
They will then send you a detailed reply to your complaint by email or letter, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement.
At this stage, if you are still not satisfied, you should contact us again and they will arrange for another partner to review their decision.
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

What to do if we cannot resolve your complaint?

If we are unable to resolve your complaint within eight weeks after you have brought it to our attention, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from lawyers.

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 Ombudsman

within six months of receiving our final response to your complaint

and

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

For more information about the Legal Ombudsman contact:

Website: legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
Telephone 0300 555 0333 between 9am and 5pm
In writing: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.

What to do if you are unhappy with out behaviour:

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for concerns about dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns directly with the Solicitors Regulation Authority SRA | Reporting a solicitor or firm to us | Solicitors Regulation Authority

If we have to change any of the timescales above, we will let you know and explain why.
We will not charge you for handling your complaint.

Revised November 2023

client
reviews

When we needed a solicitor to do the conveyancing on our house sale, Peter Brown & Co Solicitors were highly recommended by a friend, and we weren’t disappointed. We have no hesitation in recommending Alison and Peter Brown & Co solicitors.

Patricia Carey

Client review taken from Google

We have been very happy with the service provided by Alan and his colleagues at Peter Brown and Co. Alan has been able to provide guidance throughout the process of selling and purchasing a property and managing difficult deadlines and pressures with stamp duty deadlines looming. We can now enjoy our new home!

Zoe Leigh

I recently worked with Dan Man to sell my flat, who exceeded expectations. At every interaction, he was quick, decisive, and professional. I felt he was 'on my side' and guided me through any tricky elements with ease. For a qualified specialist with his amount of professional experience, I also thought he was cheap. Thanks again!

Matthew Taylor

Peter Brown and Co Solicitors have provided expert advice, been highly efficient and responsive during the conveyance of our property.

Shirley Bates

It’s very true in life that you get what you pay for. I have had some frustrating and terrible experiences with cheaper conveyancers but Peter Brown are worth every penny. Responsive, meet deadlines, explain everything very clearly and highly competent. I wouldn’t use anyone else next time.

James Dorrington

We are very grateful to Alan Magnus for all his hard work on the sale of our house. He has been extremely professional and supportive throughout the whole process. He was very quick to respond to our queries. We would be very happy to recommend Alan and his team at Peter Brown & Co.

Conor Campion

I found Peter Brown Solicitors on Google and decided to get in touch after seeing all 5 star reviews. I met with Frances and felt a good connection straight away. Frances is not only professional, but also a person with beautiful soul, we've had a very slow process on a lease transfer with local council, but Frances has been very patient along the way and guide me through these difficult time. She keeps me updated promptly, even when she was having her days off. Her communications with other parties are always professional, she's got the attention to details and very organised. She is everything you can ask for a perfect solicitor. Not only being super professional, she is also kind and sympathetic. She really understands I was going through a stressful and difficult time and Frances was being supportive during those moment. I couldn't do it without her. Thank you Frances, and Peter Brown team for such a wondering service experience

Yu Jen Wang

Google

We have used his company on our extensive residential portfolios to great affect. Not only is their service exemplary but their advice on some of the more complex property matters has been second to none. I can thoroughly recommend Peter Brown & Co and also in particular Robin Church

Shaun Purdy

I have used Peter Brown & Co for many years now and I cannot fault their professionalism, attention to detail and service with a smile! They are always happy to answer any questions throughout any transaction no matter how trivial. I have gone on to recommend the firm to friends who have had a similar experience.

Diane Bilimoria

Speedy, commercial, friendly and knows how to get the deal done. I really think that if you are buying or selling property this is the best firm in town. Thanks to the team.

Stewart Esra