Reclaim Complaints

Reclaim is a trading style of Open Door (Legal Services) Ltd. Registered in England and Wales, Company number 5026584. Open Door (Legal Services) Ltd is a company Authorised and regulated by the Solicitors Regulation Authority and registered as a licensed body (ABS) under licence number 607880 .

We are committed to providing quality financial reclaim services to all our customers. If you believe something has gone wrong or have reason to complain, we have a procedure to assist the complete and early resolution of the problem. Our aim is to uphold the quality standards we have set ourselves and to improve upon them by learning from mistakes and listening to our customer’s feedback. This will help us to improve our standards.

THE PROCEDURE

In the first instance, please contact the person who is handling your matter, or their supervisor whose details will be provided to you upon request.  The complaint will then be investigated and reported back to you as soon as possible.

If your complaint is unable to be resolved in this way, it will be referred to the Complaints Manager and the timescales referred to below will commence. The Complaints Manager will investigate the complaint in accordance with this procedure.  You should provide them with full details of your complaint and copies of any relevant documents. Although not essential, it would be very helpful if you could provide the full details of your complaint in writing.

You can write to:

The Complaints Manager

Reclaim
Jackson House
Sibson Rd
Sale, Manchester
M33 7RR

or e-mail at: reclaimcomplaints@reclaim.co.uk

or telephone on: 0800 980 4249

WHAT HAPPENS ONCE I HAVE COMPLAINED?

We will acknowledge receipt of your complaint within 5 days of us receiving it, enclosing a copy of this procedure. Your complaint will be recorded on a central register for monitoring and management information purposes, and a separate file will be opened. We will then investigate your complaint.

INVESTIGATING YOUR COMPLAINT

We will discuss your complaint with the member of staff who had conduct of your matter and independently review your file following the discussion with the member of staff. We may also need to contact you to obtain further clarification of the relevant issues.

RESOLVING YOUR COMPLAINT

We will send you a detailed written reply to your complaint, including our suggestions for resolving the matter within 21 days of sending you the acknowledgement letter. If, for any reason, we are unable to respond fully within 21 days, we will tell you why, and when we anticipate replying in full.

We aim to resolve your complaint as quickly as possible and in any event within 8 weeks from the date of receipt.

If you have not received our response to your complaint within 8 weeks from the date of receipt, or if you are not satisfied with our response, you can ask the Legal Ombudsman to consider your complaint.

You can write to the Legal Ombudsman at:

PO Box 6806,
Wolverhampton
WF1 9WJ

Or telephone on: 0300 555 0333

Or via the website at: www.legalombudsman.org.uk

Normally you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint or within a year of the act or omission about which you are complaining occurring (or you becoming aware of it). For further information you should contact the Legal Ombudsman on or refer to www.legalombudsman.org.uk.