Reclaim Bank Charges Limited endeavours to provide the best possible service to its clients. However,
should you be dissatisfied with any aspect of our services we would take every client complaint seriously and will always
endeavour to deal with them in a fair and professional manner. However, if you feel the outcome is not to your satisfaction,
then please find below the details of our formal complaints procedure:
1. You can register your complaint in writing
to Reclaim Bank Charges Limited - Suite 4, Harlow Grange, Otley Road, Harrogate - HG3 1PT or by e-mail to
complaints@reclaimbankcharge.co.uk or by phone to 01423 504408 - clearly
outlining the nature of your complaint.
2. Reclaim Bank Charges Limited reserves the right to reject a complaint
that is lodged morethan 6 months after the client first became aware of the cause of the said complaint. Each case will
be judged on its own merits and there may be instances where we will waive this requirement at our discretion. We will confirm
in writing when a complaint has been made outside the time limit which we are prepared to consider.
3. We will
reply to your complaint in writing within 5 business working days of its receipt. The said reply will contain the name of
the designated member of staff handling your complaint on behalf of Reclaim Bank Charges Limited. Wherever possible,
the designated member of staff will not have been directly involved in the matter which is subject of the complaint and the
same member of staff will have complete authority to settle the complaint.
4.Within a time period of four weeks from first receiving a complaint, we will send you either of the following:
a)
A conclusive response which sufficiently addresses the complaint or:
b) An ongoing response, which will illustrate
why we are not yet able to offer a sufficient conclusion to the said complaint. In addition, a further contact date
will be given to you.
5. Within a time period of eight weeks after receiving a complaint we will send you either of the following:
a) A conclusive response which sufficiently addresses
the complaint or:
b)
A response which:
(i) explains why we are still not yet in a position to reach a conclusive response clearly outlining
the reasons for the additional delay and giving an indication of when we expect to be able to provide a final response which
sufficiently addresses the said complaint: and
(ii) Informs you that you may alternatively refer the said complaint
to the Claims Management Regulator, whose details are given below.
6) Where we decide that redress is appropriate, we will offer you 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 do the work
again or the refund of a fee.
7) In the event you are dissatisfied with our response or if a complaint is not satisfactorily resolved after
eight weeks you are entitled to refer your complaint to:
Claims
Management Regulator
PO Box 7824
Burton On Trent
Staffordshire
DE14 9DP
info@claimsregulation.gov.uk
Tel:
0845 450658
