Complaints procedure

We aim to provide a professional and honest service. If you are unhappy with any aspect of our work, we want to know so we can put it right and learn from it.

How to complain

Please send your complaint in writing to contact@reclaimmybills.co.uk or by post to our registered office at Derwent House, Vantage Court, Riverside Way, Barrowford, BB9 6BP. Please include your name, contact details, a clear description of what went wrong, and what you would like us to do about it.

What happens next

• Acknowledgement: We will acknowledge your complaint within five working days.
• Investigation: We will look into the facts and may contact you for more information.
• Final response: We aim to send a final response within eight weeks of receiving your complaint. If we cannot meet that deadline, we will explain why and tell you when we expect to respond.

If you are not satisfied with our response

If your complaint is about a claims service and remains unresolved, you may be able to refer it to the relevant ombudsman or regulatory body, depending on the nature of your complaint.

For disputes about energy supply, billing or metering, the Energy Ombudsman may be able to help if your business meets its eligibility criteria. For complaints about legal services provided by a solicitor we introduced you to, the Legal Ombudsman may be the appropriate body. We will explain the relevant route in our final response.

Data protection complaints

If your complaint concerns how we have handled your personal data, you also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent authority for data protection.

Record keeping

We keep a record of complaints and their outcomes so we can identify recurring issues and improve our service.