Complaints Policy
1. IntroductionAt Reclaim My Finance, a trading name of Riteway Claims Limited, we are committed to maintaining the highest standards of professionalism, transparency, and client care in the delivery of our claims management services.
We recognise that, despite our best efforts, there may be occasions where clients feel dissatisfied. In such cases, we encourage you to raise your concerns through our formal complaints procedure. This policy is designed to ensure that all complaints are handled promptly, fairly, and in accordance with applicable legal and regulatory requirements, including those set by the Financial Conduct Authority (FCA) under Financial Registration Number (FRN 941668).
Our objective is not only to resolve complaints efficiently but also to use client feedback to continuously improve our services.
2. How to Make a ComplaintYou may submit a complaint using any of the following methods:
3. Acknowledgement of ComplaintWe will formally acknowledge receipt of your complaint within 5 working days.
This acknowledgement will include:
4. Investigation and ResolutionYour complaint will be investigated thoroughly and impartially in accordance with FCA guidelines and applicable consumer protection laws.
We aim to resolve complaints within 15 working days where possible. If additional time is required due to the complexity of the matter, we will:
5. Outcome of the InvestigationOnce the investigation is complete, we will provide a formal written response outlining:
6. Escalation ProcessIf you are not satisfied with our final response, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS), an independent dispute resolution body in the United Kingdom.
You must refer your complaint within 6 months of receiving our final response.
Financial Ombudsman Service (FOS) Contact Details:
For clients outside the UK, you may also have the right to contact a relevant dispute resolution authority in your local jurisdiction where applicable.
7. Data ProtectionWe are committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and applicable international data protection laws.
8. ConclusionWe value your feedback as an essential part of improving our services. Every complaint is taken seriously and handled with the goal of achieving a fair and satisfactory resolution.
If you require assistance in submitting a complaint or have any questions regarding this policy, please contact us using the details provided above.
At Reclaim My Finance, we are committed to resolving concerns efficiently, fairly, and with the highest level of professionalism.
We recognise that, despite our best efforts, there may be occasions where clients feel dissatisfied. In such cases, we encourage you to raise your concerns through our formal complaints procedure. This policy is designed to ensure that all complaints are handled promptly, fairly, and in accordance with applicable legal and regulatory requirements, including those set by the Financial Conduct Authority (FCA) under Financial Registration Number (FRN 941668).
Our objective is not only to resolve complaints efficiently but also to use client feedback to continuously improve our services.
2. How to Make a ComplaintYou may submit a complaint using any of the following methods:
- Email: support@reclaimmyfinance.co.uk
- Phone: +44 7578 252149
- Postal Address:
- Brulimar House, Jubilee Road, Middleton, Manchester, M24 2LX, United Kingdom
- Your full name, address, email, and contact number
- A clear and detailed description of your complaint, including relevant dates and context
- Copies of any supporting documentation (e.g., emails, agreements, transaction records)
- Your preferred resolution or outcome
3. Acknowledgement of ComplaintWe will formally acknowledge receipt of your complaint within 5 working days.
This acknowledgement will include:
- Confirmation that your complaint is being reviewed
- Details of the next steps in the process
- An estimated timeframe for resolution
4. Investigation and ResolutionYour complaint will be investigated thoroughly and impartially in accordance with FCA guidelines and applicable consumer protection laws.
We aim to resolve complaints within 15 working days where possible. If additional time is required due to the complexity of the matter, we will:
- Inform you of the delay
- Provide a reason for the extension
- Give a revised timeframe for resolution
5. Outcome of the InvestigationOnce the investigation is complete, we will provide a formal written response outlining:
- A summary of our findings
- Details of how the complaint was assessed
- Any actions taken to resolve the issue
- A proposed resolution, including compensation where appropriate
6. Escalation ProcessIf you are not satisfied with our final response, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS), an independent dispute resolution body in the United Kingdom.
You must refer your complaint within 6 months of receiving our final response.
Financial Ombudsman Service (FOS) Contact Details:
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Address: Exchange Tower, London, E14 9SR, United Kingdom
For clients outside the UK, you may also have the right to contact a relevant dispute resolution authority in your local jurisdiction where applicable.
7. Data ProtectionWe are committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and applicable international data protection laws.
- Your data will only be used for the purpose of investigating and resolving your complaint
- Appropriate security measures are in place to protect your information
- Data may be shared with regulators only where necessary and lawful
- Access your personal data
- Request corrections
- Request deletion (where applicable)
8. ConclusionWe value your feedback as an essential part of improving our services. Every complaint is taken seriously and handled with the goal of achieving a fair and satisfactory resolution.
If you require assistance in submitting a complaint or have any questions regarding this policy, please contact us using the details provided above.
At Reclaim My Finance, we are committed to resolving concerns efficiently, fairly, and with the highest level of professionalism.
