Complaints Policy

1. Introduction

At Reclaim My Finance, we are fully committed to upholding the highest professional standards in our claims management services. We understand that, despite our best efforts, there may be occasions when our clients are not fully satisfied with the services we provide. Should this arise, we encourage you to voice your concerns through our structured complaints process, which is designed to ensure that all grievances are addressed promptly, fairly, and transparently. This policy outlines the procedure for submitting, investigating, and resolving complaints in strict adherence to UK consumer protection laws, industry standards, and regulatory requirements. Our goal is to continually improve our services by listening to and acting upon client feedback.

2. How to Make a Complaint

To help us resolve any issue as efficiently as possible and ensure that your complaint is handled in promptly, efficiently, and in accordance with our complaints process, we shall need you to provide more information. Therefore, we kindly request you to please submit it using one of the following methods:

i. Email: support@reclaimmyfinance.co.uk

ii. Phone: +44 7578 252149

iii. Postal Address: Brulimar House, Jubilee Road, Middleton, Manchester, M24 2LX, United Kingdom

When submitting your complaint, we ask that you provide the following details to ensure the prompt and efficient handling of your complaint:

i. Your full name, address, contact email, and phone number.

ii. iA clear and detailed description of the issue, including relevant dates, context, and any prior communications.

iii. Any supporting documentation or evidence related to your complaint (e.g., emails, receipts, transaction records).

iv. Your preferred resolution or outcome, specifying any corrective actions or compensation you seek.

Additionally, we aim to acknowledge your complaint within 24 hours if submitted via email or phone.

3. Acknowledgement of Complaint

Upon receiving your complaint, we will send an acknowledgement within 5 working days. This acknowledgement will confirm that we have received your complaint and are in the process of reviewing it. We will also provide you with an overview of the next steps in the investigation, including an estimated timeline for resolution. If additional information or clarification is needed, we will request this promptly to ensure a comprehensive review of the matter. Rest assured, we are committed to resolving your complaint in a timely and efficient manner.

4. Investigation and Resolution

In compliance with the Financial Services Compensation Scheme (FSCS), Financial Conduct Authority (FCA) guidelines, and the Consumer Rights Act 2015, we aim to resolve all complaints within 15 working days of receipt. If additional time is required to conduct a thorough investigation, we will promptly notify you of the delay and provide a new expected resolution timeline. This is to ensure that your complaint is handled in a fair, transparent, and efficient manner, in line with legal requirements for timely resolution and customer satisfaction. Our goal is to provide a comprehensive response that addresses all issues raised and offers a satisfactory resolution. If necessary, we will work with external regulators or legal advisors to ensure compliance with industry standards and resolve the matter effectively.

5. Outcome of the Investigation

Upon completion of our investigation, we will provide you with a comprehensive response outlining the results of our findings. In accordance with the Consumer Rights Act 2015 and FCA guidelines, the response will include:

i. A clear summary of the key findings from our investigation, highlighting the facts and evidence reviewed.

ii. A detailed explanation of the steps taken to address the complaint, including any actions or procedures followed to resolve the issue.

iii. A proposed resolution or remedy, including any corrective actions or compensation (if applicable), in line with the relevant legal requirements for fair redress.

Our aim is to ensure transparency, provide a fair outcome, and resolve any issues in a manner that is in full compliance with both regulatory standards and best industry practises.

6. Escalation Process

If, after receiving our resolution, you remain dissatisfied with the outcome, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS), an independent authority established under the Financial Services and Markets Act 2000. The FOS provides impartial and free dispute resolution services to consumers who feel that their complaints have not been adequately addressed by the service provider. To escalate your complaint, please contact the FOS within six months of receiving our final response. This ensures that the FOS can consider your complaint in a timely manner.

In order to proceed, please contact the FOS using the following contact details:

Website: www.financial-ombudsman.org.uk

Phone: 0800 023 4567

Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Please note that the FOS will review the matter based on the information provided by both parties. If they find that your complaint is justified, they have the authority to issue a binding decision that must be adhered to by us. 

7. Data Protection

Any personal data submitted in relation to your complaint will be handled with the utmost care and in full compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This includes processing your data only for the purpose of investigating and resolving your complaint, ensuring its confidentiality, and maintaining data security throughout the process. We will take all necessary measures to protect your data from unauthorised access, loss, or misuse. Furthermore, you have the right to request access, correction, or deletion of your personal data, in accordance with applicable data protection laws. If necessary, your data may be shared with relevant regulatory bodies or authorities, but only to the extent required by law or for the purposes of addressing your complaint. You also have the right to request access, correction, or deletion of your personal data at any time.

Further, please note that we will retain your personal data for as long as is necessary to resolve the complaint and in accordance with our data retention policy

8. Conclusion

We deeply appreciate your feedback, as it is instrumental in our ongoing efforts to refine and enhance the services we provide. Should you have any enquiries or require assistance with any aspect of this policy, or if you need guidance in submitting a complaint, please contact us directly. Our commitment is to address all concerns thoroughly and ensure that you are provided with the support needed for a fair and satisfactory resolution. We encourage you to reach out at your convenience for any further assistance or clarification.

At Reclaim My Finance, we value your feedback as an essential part of our commitment to continuous improvement. Should you have any further questions, concerns, or require additional assistance regarding the complaints process or any other matter, please do not hesitate to contact us. Our dedicated team is here to ensure that your concerns are addressed promptly, and we strive to maintain the highest standards of service and professionalism in all our dealings.

Thank you for allowing us the opportunity to serve you.