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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 the Claims Management Regulator - Address listed below.
Reclaim Bank
Charges Limited is Registered in England No. 6095689
Data Protection Registration No. Z9803930 Regulated
by the Ministry for Justice in respect of regulated claims Management Activies No. CRM5270 Registration can be verified through www.claimsregulation.gov.uk
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