Frequently Asked Questions

How long does a credit card charges claim take?

From the point the vendor acknowledges our complaint they must issue a response within 8 weeks, this may be a final decision or a letter to explain why they require more time.

What will happen if the vendor rejects my complaint?

Brunel Franklin will dispute this decision; we will work in your best interests to bring the claim to the best possible conclusion.

What should I do if the vendor phones or writes to me regarding the complaint?

You should forward copies of all correspondence you receive from the vendor regarding the claim, to Brunel Franklin at our Freepost address. In the event you receive any telephone calls from the vendor about the claim please inform us, you can contact our office by telephone or e-mail.

The vendor has credited my account with a payment, what should I do?

Inform Brunel Franklin immediately and do not spend/transfer the funds until further notice.

How much compensation will I receive?

We are unable to provide you with a figure until we receive necessary details from the vendor.

I sent my signed acceptance form back to you, when will I get my compensation?

Timescales vary between vendors; however payment will usually be issued within 28 days. Some vendors issue a cheque either to Brunel Franklin or to you, and some vendors credit your account directly.

Will your fee be deducted from the compensation payment I receive?

This is individual to the vendor and your case, however payment is usually made directly onto your credit card, if not, a cheque will be sent to you from the vendor or from Brunel Franklin.