Complaints About Our Services

We aim to conduct your case to a high standard of professional skill and competence. Whilst we are confident that we will meet this aim, if at any time you are unhappy and consider we are not meeting the standards that you expect then please let us know immediately. We hope to handle any issues with you informally in the first instance therefore please let the person with primary conduct of your case or, if you prefer, the head of the appropriate department know of your concerns so that they can do their best to try and resolve these for you.

In the event that you remain unhappy you can make a formal complaint. If you wish to make a formal complaint you should contact John Muxworthy, a Director and the Complaints Handler at the practice, at complaints@browells.co.uk or by writing to Units 42-44, Apex Business Village, Annitsford, Cramlington, NE23 7BF.

We will not respond to complaints made on social media or review websites

Our formal complaints handling procedure can be found here.

The formal complaints procedure will conclude, regardless of outcome, with a final response that will be sent to you, If, after receipt of our final response letter you remain dissatisfied then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems 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 Legal Ombudsman:

  • 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 have realised that there was cause for complaint;
    and
  • Within six months of receiving a final response to your complaint.

If you would like more information about the Legal Ombudsman please contact them:

Contact details:
Visit www.legalombudsman.org.uk
Call 0300 555 0333 between 10am to 4pm.
Relay UK: 18001 0300 555 0333
Email enquiries@legalombudsman.org.uk
Legal Ombudsman PO BOX 6167, Slough, SL1 0EH

Solicitors Code of Conduct

The solicitors Code of Conduct is a set of rules and regulations, formulated by the Solicitors Regulation Authority (SRA), which all solicitors practising in England & Wales must abide to. These rules and regulations are very specific and give guidance on solicitors standards of behaviour or conduct when carrying out their duty of care to their clients.

Should you wish to find out more about the Code it can be found on the SRA web site www.sra.org.uk/rules or we can provide a hard copy upon request.

Provision of Services Regulation 2009

All solicitors must obtain Professional Indemnity Insurance (PPI). This is a form of liability insurance that provides cover for the financial consequences of professional negligence if we are found to have breached our professional duty to our clients by way of neglect, error or omission.

Our Professional Indemnity Insurers are Allianz, Allianz House, 60 Gracechurch Street, London, EC3V 0HR. The insurance cover we have extends across England & Wales.

The firm is registered for VAT and all fees will incur VAT at the applicable rate.
The firms VAT registration number is 652200677.

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