Complaints Procedure
At
Finance Reclaim, customer relations are something that we strive to maintain and
improve. Any complaint received is taken very seriously and is dealt with
professionally and courteously in accordance with our internal complaints
service.
Our
internal complaints procedure is designed to resolve our clients concerns
quickly and efficiently
How to make a complaint?
You may
put your complaint in writing to:
The
Complaints Manager
Finance
Reclaim
2nd
Floor Metropolitan House
Station
Road
Cheadle
Hulme
Cheshire
SK8 7AZ
What happens next?
You will
receive an acknowledgment in writing within 5 working days of receipt. Our
Complaints Department will thoroughly investigate your concerns and a response
will be issued within 4 weeks. Where we decide that redress is appropriate, we
will provide you with fair compensation for any acts or omissions for which we
are responsible and will comply with any offer of redress which you accept.
Appropriate redress will not always involve financial redress. If we do not hear
back from you within 14 days of receiving our response, we will assume that your
complaint has been resolved and your file will be referred back to the relevant
department
I’m not satisfied with the response, what can I do?
If you
do not feel that your complaint has been resolved satisfactorily please write a
letter to explain why and ask for a further review
What happens next?
Your
case will be reviewed by our Complaints Manager, and a response will be sent
within 8 weeks from the date we first received your complaint. This is the final
stage of our internal complaints procedure
If I remain dissatisfied, who can I write to?
If you
have received a final response and still consider your complaint to be
unresolved, you have the right to refer your complaint to the Claims Management
Regulator.
Please
note, the regulator will only intervene once all steps of the Company’s in house
complaints procedure have been followed. The Claims Management Regulator can
review the handling of the complaint and give a direction on further handling of
the complaint.
Claims Management Regulation
Monitoring and Compliance Unit
57 – 60 High Street
Burton–upon–Trent
Staffordshire
DE14 1JS
Tel
0845 450 6858 / 01283
233309
http://www.claimsregulation.gov.uk
Email:
info@claimsregulation.gov.uk
N.B. We
reserve the right to decline to consider a complaint which is made more than 6
months after the complainant became aware of the cause for compensation.
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