Complaints 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 – Thursday 8:30am – 5pm

Friday 8:30am – 2pm.

 

How to complain

You can complain to us in three different ways:

1.             Call us on 01903 931035

2.             Email us at: info@reclaiminspain.com

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 which 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 Claims Management Ombudsman within six months of the date of our final response letter. The Claims Management Ombudsman is a part of the Financial Ombudsman Service.

 

 

Details of how to contact them are detailed below:

•              Website: https://cmc.financial-ombudsman.org.uk/

•              Email: Fill in the FOS complaint form (PDF) and email to complaint.info@financial-ombudsman.org.uk

•              Tel:  08000234567

•              Overseas Tel: +442079641000

•              Address: Exchange Tower, Harbour Exchange, London, E14 9SR

 

The complaint form (PDF) is available from the ‘Contact Us’ section of the FOS website.