Complaints Procedure

We value our relationship with you and pride ourselves on the service we offer. However, sometimes your expectations may not be met, in which case you may feel that you want to make a complaint.

We aim to ensure that:

  • Making a complaint is as easy as possible
  • We treat your complaint seriously
  • We deal with your complaint promptly and in confidence
  • We learn from complaints and use them to review and improve our service
The Complaint Process
Step 1 If you wish to make a complaint the first step is to contact Nigel Brooks by one of the following means:
Email: nb@nbpat.co.uk
Post: Nigel Brooks, Nigel Brooks CPA, Hill Hampton, East Meon, Petersfield, Hampshire, GU32 1QN
Fax: 01730 823 580
Telephone: 01730 823 647
Step 2 If you have not already done so it would be helpful if you were to set out your complaint in writing.
Step 3 We will acknowledge receipt of your complaint within 7 days of receiving it.
Step 4 We will investigate your complaint and provide a written response in 6 weeks of acknowledging your complaint.
Step 5 Where appropriate invite you to attend a meeting within 14 days, or such other time as may be agreed between us, to see whether any remaining concerns exists and whether they can be resolved to your satisfaction.

If you are still dissatisfied after receiving our response under Step 4 and or following any meeting under Step 5 we remind you of your right to refer the matter to either the Legal Ombudsman for quality of service complaints or the Intellectual Property Regulatory Board (IPReg) for professional conduct issues.

Complaints to the Legal Ombudsman must be made within 6 months of receiving a final response from us on the matter.

Their respective contact details are as follows:-

Legal Ombudsman
Telephone 0300 555 0333 (between 9am and 5pm)
Address Legal Ombudsman, PO Box 6806, Wolverhampton, WV19WJ
Email enquiries@legatombudsman.org.uk

More information about their role and how they deal with complaints can be found on their website at www.legalombudsman.ore.uk

Intellectual Property Regulation Board (IPReg)
Telephone 020 7353 4373 (between 9am and 5pm)
Address IPReg, 5th Floor, The Outer Temple, 222-225 Strand, London, WC2R IBA
Email ipreg@ipreg.org.uk

More information about their role and how they deal with complaints can be found on their website at www.ipreg.org.uk.