How to Make a Complaint

ReclaimCarFinance.org.uk
(Operated by Evans Hughes Ltd)

At ReclaimCarFinance.org.uk, we are committed to providing a high standard of service. If you are dissatisfied with any aspect of the service you have received, we want to hear from you and will aim to resolve the issue promptly and fairly.

Because different organisations are involved in the customer journey, please review the sections below to ensure your complaint is directed to the correct party.

1. Complaints About Marketing or Our Introducer Service

(Evans Hughes Ltd)

Evans Hughes Ltd is responsible for:

• Marketing communications sent by us
• SMS or telephone contact from us
• Initial enquiry handling
• The introduction to a claim processing firm

If your complaint relates to:

• Marketing messages from Evans Hughes Ltd
• How your enquiry was handled by us
• The introduction process

Please contact:

Evans Hughes Ltd
128 City Road
London
EC1V 2NX

Email: info@evanshughes.co.uk
Phone: 0330 053 2626

Our Complaints Process (Evans Hughes Ltd)

Acknowledgement

If we can resolve your complaint within three business days, we may issue a Summary Resolution Communication without a formal written acknowledgement.

If it takes longer than three business days, we will acknowledge your complaint within five business days and confirm who is handling it.

Investigation

Your complaint will be handled by someone with appropriate authority who was not directly involved in the matter.

Within four weeks, we will send either:

• A Final Response; or
• A Holding Response explaining why more time is required.

Final Response

Within eight weeks, we will send:

• A Final Response addressing your complaint and informing you of your right to escalate; or
• A written explanation for any delay and confirmation of your escalation rights.

If appropriate, we may offer redress, which may include compensation, an apology, or another suitable remedy.

Escalation

If you are dissatisfied with our Final Response or eight weeks have passed, you may refer your complaint to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567
Website: https://cmc.financial-ombudsman.org.uk

You must refer your complaint within six months of our Final Response.

2. Complaints About Claim Handling or Claim Decisions

(Reclaim My Money Limited)

If your complaint relates to:

• Claim eligibility assessment
• Claim processing
• Claim delays
• Claim outcome
• Fees charged for claim services
• Claim documentation
• Claim data handling

Your complaint should be directed to:

Reclaim My Money Limited
Company Number: 12838621
85 Gresham Street
London
EC2V 7NQ

Email: complaints@reclaimmymoney.co.uk
Phone: 020 3337 2888

Complaints may be made in writing, by email, by telephone, or in any other form in respect of a claims management service regulated under the Compensation Act 2006.

Reclaim My Money Limited – Complaints Process

A) Acknowledgement

Reclaim My Money Limited aims to resolve any expression of dissatisfaction as soon as possible.

Where a complaint is resolved within three business days, written acknowledgement may not be issued.

If it takes longer than five business days to resolve your complaint, Reclaim My Money Limited will send a written or electronic acknowledgement within ten business days of receipt, identifying the person handling your complaint.

B) Investigation

Wherever possible, the person handling your complaint will not have been directly involved in the matter and will have authority to settle the complaint.

Within four weeks of receiving your complaint, Reclaim My Money Limited will send either:

• A Final Response adequately addressing the complaint; or
• A Holding Response explaining why they are not yet in a position to resolve the complaint and indicating when further contact will be made.

C) Final Decision

Within eight weeks of receiving your complaint, Reclaim My Money Limited will send either:

• A Final Response adequately addressing the complaint and outlining your right to refer the matter to the Claims Management Ombudsman; or
• A response explaining why a Final Response cannot yet be issued, providing reasons for delay, and informing you of your right to refer the complaint to the Claims Management Ombudsman if dissatisfied with the delay.

Where redress is appropriate, Reclaim My Money Limited will provide fair compensation for any acts or omissions for which it is responsible. Redress may include financial compensation, an apology, or another suitable remedy.

Escalation (Reclaim My Money Limited)

If you remain dissatisfied, you may refer your complaint to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567
Website: https://cmc.financial-ombudsman.org.uk

3. Complaints About Data Collection or Consent

(Offer Vault – Be Claims Ready Ltd)

If your complaint relates to:

• How your personal data was originally collected
• How your marketing consent was obtained
• Consent logging or opt-in records
• Data submitted via OfferVault.co.uk

Please contact:

Be Claims Ready Ltd trading as Offer Vault
Email: info@beclaimsready.co.uk
ICO Registration: ZB939102

Offer Vault is responsible for data collection and consent capture.

4. Regulatory Complaints

If you remain dissatisfied after following the relevant complaints procedure, you may contact:

Financial Ombudsman Service (Claims Management Complaints)
https://cmc.financial-ombudsman.org.uk

Information Commissioner’s Office (Data Protection Complaints)
https://ico.org.uk/global/contact-us

‍