Although we work hard at Brocars plc to provide a professional and high level of service, sometimes things can go wrong! It is Brocar's policy to respond to all enquiries promptly and courteously and of course, as quickly as possible.

• If you are unhappy with any part of the service you have received you can make your complaint in writing to Brocars plc at 54 Old Street, London, EC1V 9HA, by fax to 0845 094 0765 or email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it



• Your complaint will be investigated by a senior member of the company and will have no direct involvement in the subject of the complaint.




Timescale:

• Brocars plc may decline to consider a complaint made more than six months after the complainant became aware of the complaint.  
  
  
• Once we are in receipt of a complaint a written or electronic acknowledgement will be sent within 5 business days. You will also receive our Internal Complaints Handling Procedures.
  
  
• Within four weeks of receiving the complaint you will receive either:

i. A final response; or

ii. A holding response, explaining why we are not in a position to resolve the complaint and indicate when we will make further contact. (must be within 8 weeks of receiving a complaint)

• Within eight weeks after receipt of the complaint we will send you either;

i. A final response; or

ii. A response which explains that the business is still not in a position to make a final response. We must give reasons for the further delay, indicate when we expect to provide a final response.