How we handle complaints
We strive to provide a service of the highest possible standard. However, we acknowledge that there may be instances where you feel that an aspect of the service you have received from Brooklands has failed to meet the standard you expect. If such a circumstance arises we encourage you to raise a complaint.
This Complaints Procedure outlines the process for raising a complaint, and the procedure we have in place to ensure that complaints are resolved to your satisfaction in a timely manner.
You should raise an initial complaint to the individual identified as your relationship manager (contact details below). Your relationship manager will respond to your complaint, in writing, within 3 business days. If you are not satisfied with the response to complaint by your relationship manager we encourage you to escalate the complaint (as described below).
Relationship Manager: Olivier Thieux
Telephone: +44 (0)20 7291 8160
Escalation of Complaint
If you are not satisfied by the response of your relationship manager we encourage you to escalate your complaint to Brooklands’ General Counsel (contact details below). Upon receipt of an escalated complaint, Brooklands’ General Counsel will investigate your concerns and respond in writing within 5 business days.
will be provided in the following form:
1. An outline of your complaint;
2. A Summary of the findings of the internal investigation;
3. A Concluding Statement of the investigation noting whether, in our opinion, our service has fallen below the standard we expect to provide; and
4. In the event we conclude that our service has fallen below the standard we expect to provide, an outline of the measures we have put in place to ensure that our ongoing services meet the expected standard.
General Counsel: Mike Williams
Telephone: +44 (0)20 7291 8166