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Complaints Procedure

1. Introduction

Reclaim Specialists is committed to meeting the highest standards in the delivery of the services that we provide to our clients. We take any problems or dissatisfaction that our clients feel very seriously and aim to ensure that any complaints that clients may have are quickly identified and dealt with thoroughly and expeditiously in accordance with our complaints procedure.

2. How do I make my complaint?

We hope that most complaints can be dealt with informally. Where we cannot reach an informal resolution or where it is not appropriate to resolve the complaint informally, the process set out in section 3 below will apply.

If you wish to raise a formal complaint, you can register it with the Managing Director. To do so, please contact him in one of the following ways:

To allow us to investigate your complaint quickly, please mark all correspondence with your reference number, or have it to hand when calling us. If you wish to make a complaint, please do so as soon as possible as we may not be able to consider a complaint made more than 6 months after you become aware of the complaint.

3. The complaints process

Every complaint is acknowledged within 5 working days in writing (which will be by email unless you have not provided an email address). We will log the complaint centrally so that we can monitor its progress and how it is being handled. Rest assured that the details of your complaint remain confidential.

In the acknowledgment, you will be informed of: (a) who is handling your claim, (b) what action is being taken; and (c) we will also include a copy of this Complaints Procedure for your ease of reference.

The next stage is to investigate the complaint. We may ask you or any other relevant party for additional information in order to assist our investigation of your complaint.

We aim to respond to your complaint with 28 days of the date of our acknowledgment to you. If that will not be possible, we will write to you to let you know that there has been a delay and advise you when you can expect to receive a full response.

If we cannot provide a response within 8 weeks of receiving your complaint, we will write to you and let you know why we are not in a position to make a final response and indicate when we will be able to do so. If you are dissatisfied with the delay or how the complaint is being handled at this stage, you can refer the handling of the complaint to the Claims Management Regulator, please refer to section 5 below for more details. We will also provide you with full details of how to contact the Claims Management Regulator when we write to you.

Wherever possible, we will use reasonable efforts to ensure that your complaint is investigated by someone with no prior involvement in the matter.

4. Our response

After a full investigation has been concluded, we will issue you our final written response. The response will contain all of the relevant information assuring you that the complaint has been properly investigated. We will tell you our views on your complaint and how we propose to resolve it and what steps will be taken to prevent a recurrence.

5.Claims Management Regulator

We hope that you will not need to take any further action after following our internal complaints process as set out above. However, if you are not satisfied with our response to your complaint, you may refer it to the Claims Management Regulator (''Regulator'').

The Regulator is an independent organisation established by the Ministry of Justice to deal with complaints against Claims Management Companies. The Regulator is professional body and has powers and responsibilities to ensure that all Claims Management Companies observe proper standards of behaviour and provide professional services to an adequate standard.

Before it will consider a complaint, the Regulator generally requires that you have exhausted the Claims Management Company's internal complaints procedure. If the Regulator is satisfied that the Claims Management Company's proposals for resolving your complaint are reasonable, it may decline to investigate further.

Contact details for the Claims Management Regulator can be found on their website : We have also set them out below for your ease of reference:

Claims Management Regulation Unit
57 - 60 High Street
DE14 1JS

Telephone: 0845 450 6858 / 01283 233309
Fax: 0845 450 6866 / 01283 233335
Lines are open Monday to Thursday 9:00 - 17:00 and Friday 9:00 - 16:30


Should you have any questions in relation to our Complaints Procedure, please click here to Contact Us