Specialists in overseas entity compliance
Tailored legal strategies for businesses
Over a decade of trusted expertise
Negative Reviews – We Have Listened To Our Clients
At Brown & Co Solicitors, we value all feedback and take our clients’ experiences seriously. From time to time, reviews have suggested that communication could have been clearer or that expectations were not always fully aligned. We recognise that legal matters can be complex, and misunderstandings sometimes occur when processes or timescales are not clearly explained from the outset.
Rather than overlook that feedback, we have acted on it. Our goal is to ensure every client receives a professional, responsive, and transparent service that reflects our values of integrity, diligence, and care.
1. A New Structure – Focused Teams
To improve efficiency, accountability, and client experience, we have reorganised the firm into three dedicated departments:
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Litigation And Employment
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Wills And Probate
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Property And Conveyancing
Each department is led by an experienced lawyer and supported by trained team members who specialise in their area. This structure ensures every client receives focused expertise and consistent service from instruction to completion.
2. Clear Service Standards
We have introduced firm-wide service standards designed to make our communication and case management more consistent and predictable:
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All new and existing clients receive a response within 24 hours.
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A case strategy is agreed within 36 hours of initial contact, ensuring clarity about objectives, next steps, and timescales.
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Regular progress updates are provided throughout each matter.
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Timescales and costs are explained clearly at the outset and updated as required.
3. Transparency And Communication
We have strengthened how we keep clients informed:
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Written confirmation of scope, costs, and likely outcomes at the start of every case.
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A named contact for each matter so clients always know who to reach.
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Monthly check-ins for ongoing cases to ensure progress and expectations remain aligned.
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Clear, straightforward explanations of legal procedures and deadlines.
4. Data Protection And Confidentiality
Client confidentiality remains central to our practice. We have enhanced our systems to ensure information is secure and private:
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All files are managed through encrypted case management software (LEAP) with restricted access controls.
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All staff complete annual data protection and confidentiality training.
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Confidentiality procedures are audited regularly as part of our compliance programme.
5. Fair And Transparent Billing
We aim to ensure our clients always understand how and why they are being charged:
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Detailed invoices showing time spent, work completed, and agreed fee structure.
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Any variation from an agreed fee must be approved in writing by the client.
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Fixed-fee options and clear quotes are provided wherever possible to help clients plan with certainty.
6. Accessibility And Accountability
We want every client to feel heard and supported:
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Clients who wish to raise a concern or complaint can contact the firm’s Complaints Officer directly, who will review and respond promptly in line with our published complaints procedure.
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We are committed to resolving any issues fairly, professionally, and without unnecessary delay.
Our Ongoing Commitment
Excellent legal service requires more than technical knowledge — it depends on empathy, communication, and trust. We are grateful to every client who has taken the time to share feedback. Your input helps us refine our processes and strengthen our focus on what matters most: delivering reliable, efficient, and ethical legal services — including commercial property law and wills and trusts— to individuals and businesses across the UK.
