Complaints Policy

Reclaim Experts Ltd (“we”, “us”, or “our”) is committed to providing a high standard of service and treating customers fairly. If you are dissatisfied with any aspect of our service, we take your complaint seriously and will aim to resolve it promptly, fairly, and transparently.

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Reclaim Experts is a trading style of Reclaim Experts Ltd, authorised and regulated by the Financial Conduct Authority (FCA).

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1. How to Make a Complaint

You can make a complaint in any of the following ways:

By email:
info@reclaimexpert.co.uk

In writing:
Reclaim Experts Ltd
The Innovation Centre, 49 Oxford Street, LE1 5XY

Please include your name, contact details, and a clear description of your complaint so we can investigate it fully.

 

2. Our Complaints Process

We follow the FCA’s complaints handling rules (DISP) and aim to make the process as simple as possible.

 

Step 1 – Acknowledgement - We will acknowledge your complaint promptly, usually within 5 business days, confirming that we are investigating the matter.

 

Step 2 – Investigation - Your complaint will be reviewed fairly and independently by a trained member of our team who was not directly involved in the issue where possible. We may contact you to request further information to help us understand your concerns fully & will provide a holding response after 4 weeks, if the complaint hasn’t been resolved. 

 

Step 3 – Final Response - We aim to provide a final written response within 8 weeks of receiving your complaint.

Our response will:

• Explain our findings clearly

• State whether the complaint is upheld or not

• Set out any proposed resolution or remedial action

 

If we are still not in a position to issue a final response, we will explain the reasons why & provide an indication to when you will receive a final response. If you are not happy with the delay, you can refer the complaint to the Claims Management Ombudsman.

 

3. If You Are Not Satisfied with Our Response

If you are unhappy with our final response, or if we have not responded within 8 weeks, you may be able to refer your complaint to the Claims Management Ombudsman Service (CMO) free of charge.

Claims Management Ombudsman Service
Website: www.cmc.financial-ombudsman.org.uk
Telephone: 0800 023 4567
Address: Exchange Tower, London, E14 9SR

You must normally refer your complaint to the FOS within 6 months of the date of our final response.

 

4. Complaints About Partner Solicitors

If your complaint relates specifically to the actions of a partner solicitor, we will help direct your complaint to the appropriate solicitor. The solicitor’s own complaints procedure will apply. You may also have the right to complain to the Legal Ombudsman & we will cooperate fully to ensure your complaint is handled fairly.

 

5. No Impact on Your Claim

Making a complaint will not affect how your claim is handled or the outcome of your claim.

 

6. Learning From Complaints

We use complaints as an opportunity to improve our services. Complaints are reviewed regularly to:

• Identify recurring issues

• Improve customer outcomes

• Ensure compliance with FCA Consumer Duty

 

7. Accessibility and Support

If you need extra support to make a complaint (for example due to vulnerability or accessibility needs), please let us know and we will make reasonable adjustments.

 

8. Contact Us

If you wish to make a complaint or have any questions about this policy, please contact:

Reclaim Experts Ltd
Email: info@reclaimexperts.co.uk
Phone:
Address: The Innovation Centre, 49 Oxford Street, LE1 5XY