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Complaints Procedure

Personal Reclaims Limited is a claims management company and treats all clients complaints very seriously.

In the event of any complaint the board of directors will endeavour to address any issues promptly, professionally and efficient.

Personal Reclaims Ltd have a complaints handling process in place and will endeavour to deal with issues on receipt.

There is a dedicated free phone line for communication: 0800-458-1224.

The complaints handling procedure is outlined as follows.

Personal Reclaims Limited is regulated by the Claims Management Regulator in respect of regulated claims management activities. Particulars of registration are recorded on the website www.justice.gov.uk/claims-regulation. CMR17779

Personal Reclaims Limited is registered in England & Wales Company number 06760146  20 Garrick Lane, New Waltham, Grimsby, Lincs, DN36 4WD

We have the following procedure for addressing a complaint made by (You) the client: You may make a complaint to our Compliance Manager by writing to the:

Compliance Manager, Personal Reclaims Ltd, 20 Garrick Lane, New Waltham, Grimsby, Lincs, DN36 4WD

Or by telephoning:

0845-217-8968

* Calls will cost 3ppm plus your telephone company’s access charge. Call charges from mobiles may be higher

Alternatively you can email:

administrator@personalreclaims.co.uk

You may make an appointment to attend in person. Our Compliance Manager will investigate your complaint. He has our authority to respond to your complaint and to offer you redress if he upholds your complaint.

He may refuse to hear your complaint if you have delayed more than 6 months after becoming aware of the facts which give rise to your complaint. He will send you a written or electronic acknowledgement of your complaint within five working days from the date you complained and will tell you how the complaint will be investigated.

He will then write to you within 4 weeks either with a final response to your complaint or with an explanation as to why he is not able to resolve your complaint. In the latter case he will write to you again within a further 4 weeks either with a final response to your complaint or a holding response with an explanation as to why he is still not able to resolve your complaint and he will tell you when he expects to make contact with you again. (This will be within eight weeks of your initial complaint).

By the end of eight weeks from receipt of your complaint, the compliance manager of Personal Reclaims Limited will either send you a final response letter or will explain that he is not in a position at this stage to make a final response, giving reasons for any delays and will indicate when he will be in a position to make a final response.

In the latter case he will tell you that if you are dissatisfied with the delay you may refer the handling of the complaint to the Claims Management Regulator:

Full address and contact details:

Claims Management Unit, 57-60 High St, Burton on Trent, Staffordshire, DE14 1JS. Telephone
(0845 450 6858), Facsimile (0845 450 6866) or email consumer@claimsregulation.gov.uk.

If our Compliance Manager decides that redress is appropriate, he will provide you with a fair compensation for any acts or omissions for which we are responsible and comply with any offer of redress which you may accept.

The redress will not always involve financial redress. It may involve an apology, an offer to re-do the work or the refund of a fee.

Where financial redress is deemed appropriate, it will include a reasonable rate of interest. Following a final response, or if a complaint is not resolved after eight weeks, you may refer the handling of the complaint to:- consumer@claimsregulation.gov.uk.

* Calls will cost 3ppm plus your telephone company’s access charge. Call charges from mobiles may be higher

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