Complaints Procedure

Russell & Bromley tries its best to ensure that you do not have any complaints - in the rare occasion that you do, please contact our Customer Experience team by email at customer.experience@russellandbromley.co.uk, on the phone by calling 03450342259 or by post at 25 Kingly Street, London, W1B 5QB and they will try to resolve any issues.

We will always try to resolve your complaints as quickly as possible, and avoid unnecessary back and forth​, seeking to resolve your complaint within 14 working days. If your complaint is urgent, we will aim to expedite the resolution. However if you feel your complaint is not being resolved and you would like it escalated, our Customer Service Manager can assist. Should the Customer Service Manager feel that further escalation is required, they will look to involve a member of the Senior Leadership Team.

If your dispute remains unresolved, you may be eligible to use the European Commission's Online Dispute Resolution platform which can be found at https://ec.europa.eu/consumers/odr