Introduction

We are committed to dealing with you in line with our customer service standards.

If something goes wrong or you are not satisfied with our service, please tell us. You have the right to complain if you feel we are not meeting our customer service. The complaint procedure sets out the steps we will take when in receipt of a complaint made to us.

This procedure is not only for the benefit of our clients but also for the benefit of our staff. It helps us improve the service we provide should that service fall below the standard expected of us.

Procedure

If you wish to complain about any aspect of the services provided to you, please contact our office via any of the following methods: –

• Forward your complaint to us in writing to: Consumer Reclaim Ltd, 2^nd Floor, Station House, Stamford New Road, Altrincham, Cheshire, WA14 1EP;
• by email to n.lawson@consumer-reclaim.co.uk;
• by telephone on 0161 348 7670

The firm’s complaints are handled by the office manager. We will endeavour to acknowledge any complaint received within 5 working days. We will then carry out an internal investigation of your complaint and will respond to you fully, as soon as possible. The length of time required to investigate will be determined on the complexity of the complaint, however, we will aim to respond with a final response within 8 weeks. If the complaint is extremely complex, we will provide a holding response and explain why we are not yet able to provide a full response. If this is necessary, we will indicate when we can expect to be able to present a final response.

The purpose of the investigation into the complaint is to identify the cause of the dissatisfaction and offer any redress, if applicable. Where we decide redress is appropriate, we will provide fair compensation for any incidences or omissions for which we discover we are responsible. Appropriate redress may involve an apology or other suitable form of redress and may not always include financial redress.

Our final response will also advise that if you are unhappy with the outcome of your complaint you can contact the Claims Management Ombudsman for further advice, their details are as follows:

Claims Management Ombudsman, Exchange Tower, London, E14 9SR

Tel: 0800 023 4567

Website: https://cmc.financial-ombudsman.org.uk/

Please note you have 6 months from the conclusion of your original complaint with us to contact the Claims Management Ombudsman.