Complaints Procedure

We strive to provide the highest possible standard of service. However, we acknowledge there may be instances where you feel Brooklands or an appointed representative of Brooklands has fallen short of this. If this happens, we encourage you to raise a complaint.

This Complaints Procedure outlines who can raise a complaint, the process for raising a complaint, the procedure in place to answer your complaint, and the next steps you may take if you remain unsatisfied with our answer.

Who can complain
If you were provided with a service by Brooklands or one of its appointed representatives than you may raise a complaint with us directly.

Raising a complaint
To ensure your complaint reaches the correct team internally, we encourage you to raise your complaint by emailing Brooklands’ General Counsel and include ‘Complaint’ in your email’s subject line. The contact information for Brooklands’ General Counsel is:

General Counsel:	Mike Williams
Email:	[email protected]
Telephone:	+44 (0)20 7291 8166

Answering your complaint
Upon receipt of your complaint, Brooklands will acknowledge your complaint as soon as reasonably practicable. It will then investigate your complaint to provide a fair and reasonable answer. We may request further information from you when this is required to properly assess your case.

We aim to provide you with a final written answer to your complaint within 8 weeks after we received your complaint. If we are unable to answer you within 8 weeks’ time, we will contact you to let you know and explain the reasons for this.

If you are not satisfied
If you are not satisfied with our final response, or 8 weeks have passed since you made your complaint, then you may escalate your complaint to the Financial Ombudsman Service. Their contact details are:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London E14 9SR
0800 023 4567
https://www.financial-ombudsman.org.uk/

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