Last updated on July 6th, 2026
This Complaints Policy applies to all services provided by Brooke Gordon Limited, trading as finance.claims, a company incorporated in England and Wales with registered number 05525294, whose registered office is at Brooke Gordon Limited, Koba, 100 Barbirolli Square, Manchester, M2 3AB. Brooke Gordon Limited is authorised and regulated by the Solicitors Regulation Authority (SRA) under SRA number 608106. We are committed to providing a high-quality legal service to all our clients. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and fairly in accordance with this policy and the SRA Code of Conduct.
This policy should be read alongside our Terms and Conditions (available at https://finance.claims/terms) and Privacy Policy (available at https://finance.claims/privacy).
This Complaints Policy applies to any complaint regarding the services provided by Brooke Gordon Limited, including but not limited to:
• The quality of legal advice or service provided;
• Billing or fee disputes;
• Conduct of our staff, agents, or representatives;
• Any other matter relating to our handling of your case or interaction with you.
This policy does not cover complaints about third-party services or websites linked from our Website (https://finance.claims), over which we have no control.
1. Initial Contact: If you have a complaint, please contact our Complaints Handling Director, Ellen O'Donnell, who is responsible for overseeing complaints. You can contact them in the following ways:
• Email: [email protected]
• Post: Complaints Handling Director, Brooke Gordon Limited, Koba, 100 Barbirolli Square, Manchester, M2 3AB
• Telephone: 0333 889 5904
Please provide full details of your complaint, including your name, contact details, case reference (if applicable), and a clear description of the issue.
2. What We Need from You: To assist us in resolving your complaint efficiently, please include:
• The nature of your complaint and how it has affected you;
• Any relevant documentation or correspondence;
• What you would like us to do to resolve the matter.
3. Acknowledgement: We will acknowledge receipt of your complaint within 3 working days of receiving it. We will confirm the process and expected timeline for handling your complaint.
1. Investigation: Your complaint will be investigated by Ellen O'Donnell or another senior member of staff who is independent of the matter being complained about. We will review all relevant documentation and may contact you for further information if needed.
2. Response Time: We aim to provide a full response to your complaint within 28 days of receipt. If your complaint is complex and requires more time, we will inform you of the reasons for the delay and provide an estimated timeframe for resolution.
3. Resolution: After investigating, we will provide you with a written response outlining:
• The findings of our investigation;
• Any actions we propose to take to resolve the complaint;
• Any compensation or remedies (if applicable).
If we find that we have not met our standards, we will apologise and take steps to rectify the issue where possible.
4. Escalation: If you are not satisfied with our response, you may request a review by another partner within the firm. Please inform us in writing within 14 days of receiving our response, and we will arrange for a review to be conducted within 21 days.
If we are unable to resolve your complaint to your satisfaction, or if more than 8 weeks have passed since you raised your complaint with us, you may refer the matter to the Legal Ombudsman, an independent complaints body established under the Legal Services Act 2007. The Legal Ombudsman can investigate complaints about the service provided by solicitors.
Contact Details for the Legal Ombudsman:
• Website: www.legalombudsman.org.uk
• Telephone: 0300 555 0333 (Monday to Friday, 9:00 AM to 5:00 PM)
• Email: [email protected]
• Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Time Limits for Contacting the Legal Ombudsman:
• You must refer your complaint to the Legal Ombudsman within 6 months of receiving our final response to your complaint; and
• No later than 1 year from the date of the act or omission being complained about, or 1 year from when you should reasonably have known there was cause for complaint.
The Legal Ombudsman's services are free to you, and they will decide whether your complaint is within their jurisdiction.
If your complaint relates to a breach of the SRA Code of Conduct (e.g., concerns about professional misconduct, dishonesty, or failure to comply with regulatory obligations), you may contact the SRA directly. The SRA does not typically handle complaints about poor service, which are better suited for the Legal Ombudsman, but they can investigate serious regulatory breaches.
Contact Details for the SRA:
• Website: www.sra.org.uk
• Telephone: 0370 606 2555 (Monday to Friday, 8:00 AM to 5:00 PM)
• Email: [email protected]
• Post: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
We will keep you updated throughout the complaints process and ensure that you are informed of your rights to escalate the matter to the Legal Ombudsman or SRA if necessary. All complaints are treated confidentially and in accordance with our Privacy Policy (https://finance.claims/privacy).
Any personal data provided as part of your complaint will be processed in accordance with our Privacy Policy and the UK General Data Protection Regulation (GDPR). We may use your data to investigate your complaint, respond to you, and comply with our legal and regulatory obligations. For more details, please see our Privacy Policy at https://finance.claims/privacy.
1. Non-Transferability: You may not transfer your rights under this Complaints Policy to another person. We may transfer our rights where we reasonably believe your rights will not be affected.
2. Changes to This Policy: We reserve the right to update this Complaints Policy as required by law or to reflect changes in our processes. Any changes will be posted on our Website (https://finance.claims), and you are deemed to accept the updated policy upon your next interaction with us.
3. Governing Law: This Complaints Policy is governed by and interpreted according to the law of England and Wales. All disputes arising under this policy will be subject to the exclusive jurisdiction of the English and Welsh courts.
4. Severability: If any provision of this policy is found to be invalid, illegal, or unenforceable by a court or competent authority, that provision will be deemed deleted to the extent required, and the remaining provisions will remain in effect.
If you have any questions about this Complaints Policy or wish to raise a complaint, please contact:
Ellen O'Donnell
Complaints Handling Director
Brooke Gordon Limited
Koba, 100 Barbirolli Square, Manchester, M2 3AB
Email: [email protected]
This Complaints Policy was created on 9th May 2025.