Complaints Procedure

Customer satisfaction is the key to our success and we strive to deal with any complaints promptly in a fair and reasonable manner through our internal complaints procedure.

In the first instance you should contact our customer services department at Consumer Reclaim, 2nd Floor, Station House, Stamford New Road, Altrincham, WA14 1EP.

We will acknowledge your complaint within 5 business days of receipt, identifying the person who will be handling your complaint.

Within 4 weeks of receiving a complaint we will send you either;

a) a final response which adequately addresses the complaint or;

b) a response which explains why we are still not in a position to resolve the complaint indicating when we will make further contact with you.

We reserve the right to decline to consider a complaint that is made more than 6 months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement but that will be at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit.

Where we decide that redress is appropriate we will provide you with a fair compensation for any acts or omissions for which we are responsible. Appropriate redress may not be financial; it may involve an apology, an offer to redo the work or the refund of a fee.

If your claim is for anything other than a claim pursuant to Section 75 of the Consumer Credit Act 1974 then if you feel that your complaint has not been handled satisfactorily you should refer the complaint to the Claims Management Regulator at Monitoring and Compliance Unit, 57-60 High Street, Burton on Trent, Staffordshire, DE14 1JS, who can be contacted by telephone on 0845 4506858, by fax on 0845 4506866, or by email at info@claimsregulation.gov.uk Please note that claims pursuant to Section 75 of the Consumer Credit Act 1974 are not regulated by the Claims Management Regulator.

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