Complaint Policy

We are very sorry that you feel we have not provided the service that you expected, and we are grateful that you are taking the time to let us know about the issues you are facing.
Please be assured that complaints will be taken seriously at Reclaim in Spain (RIS) with a proactive attitude being taken to resolution. Below is everything you need to know about making a complaint and what you can expect from us.

Contacting us
Our office hours are Monday – Friday 9am – 5pm.

How to complain
You can complain to us in four different ways:
1. Call us on 01903 868251
2. Email us at info@theclaimsbureau.co.uk
3. Write to us:
Reclaim in Spain Limited
Suite 4, Anchor Springs
Duke Street
Littlehampton
BN17 6BP

4. In person at the address on the line above.

How your complaint will be handled:
Same day resolution
We aim to resolve all complaints within 24 hours of receipt. Your complaint is recorded and once we have a resolution to your complaint, we will call you to discuss the resolution we are proposing. In the event you are happy with this we will write to you to confirm the resolution and close the complaint.

Complaints where we cannot reach a resolution with you within 24 hours
If you are still unsatisfied with any aspects of the service RIS or its advisers have provided, then in the first instance your complaint will be passed to a complaint handler to be fully investigated.
Your complaint will be recorded and reviewed by the complaints handler and you will receive a written acknowledgement within 2 working days of receipt of your complaint, stating that your complaint is being investigated.
Once your complaint has been fully investigated, we will issue you with a final response letter with 4 weeks of the date we originally received your complaint. In the event we have not resolved your complaint within the 4 weeks we will tell you what stage your complaint is at and will issue a final response letter will be sent within 8 weeks of your original correspondence advising of the actions we have taken to resolve the complaint.

If you’re still not happy:
If you are not completely satisfied with the final response or our investigations exceed 8 weeks from the date of the original complaint, you retain the right to refer your complaint to The Financial Ombudsman Service within six months of the date of our final response letter.

Details of how to contact them are detailed below:

Website: www.financial-ombudsman.org.uk

Online Enquiry Form: help.financial-ombudsman.org.uk/help/enquiries

Tel: 03001239123 or 08000234567

Overseas Tel: +442079640500

Address: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR