Complaints

At ReclaimYourMoney.com we strive to ensure that your PPI Claims are dealt with for you with care and in a timely and compliant manner. However in the unlikely event that you feel that you have cause to complain then we are more than happy to deal with your concerns.

ReclaimYourMoney.com is a brand name of G & O Marketing (NW) Limited and refers potential claimants to a partner firm to be processed.

In the unlikely event of complaints arising out of services provided by us or our partner firm, your complaint will be forwarded to the relevant department to be dealt with according to our complaints handling procedures.

A top class of customer relations is something that we strive to maintain and exceed. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure. This procedure is designed to resolve our clients' concerns quickly and efficiently in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.

Complaints may be made in writing to:

G & O Marketing (NW) Limited
2 Bodiam Way
Lowestoft
Suffolk
NR33 8DN

or by telephone on: 0800 533 5499

or by e-mail to: complaints@reclaimyourmoney.com

What happens next?

You will receive a written or electronic acknowledgment of your complaint within five business days of receipt, identifying the person who will be handling your complaint.

Within four weeks of receiving the complaint;

We will send you either;

1. a final response which adequately addresses the complaint,
2. a holding response which explains why we are not yet in a position to resolve the complaint and which will indicate when we will make further contact with you.

Within eight weeks of receiving the complaint;

We will send you either;

1. a final response which adequately addresses the complaint,
2. a holding response which explains why we are still not in a position to make a final response, give reasons for the further delay and inform you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

The Outcome

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

If we do not hear from you within 14 days of receiving our final response we will assume that your complaint has been resolved.

What to do if you are not satisfied with our response.

If you are not satisfied with our response or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Claims Management Regulator
PO Box 7824
Burton Trent
Staffordshire
DE14 9DP
info@claimsregulation.gov.uk
Tel: 0845 450 6858

The Regulator will only intervene once all steps of the company's 'in house' complaints procedure have been followed. The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. However, the Regulator cannot determine a complaint or award compensation.

We reserve the right not to consider a complaint which is more than six months old. We will confirm to you in writing whether a complaint has been made outside the time limit.