How to Make a Complaint

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’ve received, we want to hear from you and will do our best to resolve the issue promptly and fairly.

1. How to Contact Us

You can submit a complaint via any of the following methods:

By post:
Evans Hughes Ltd t/a ReclaimCarFinance.org.uk
128 City Road, London, United Kingdom EC1V 2NX

By email:
info@evanshughes.co.uk

By phone:
0330 053 2626

2. Our Complaints Process

A. Acknowledging Your Complaint

If we’re able to resolve your complaint within three business days, we may not send a formal written acknowledgement, but you will receive a Summary Resolution Communication confirming the outcome.

If resolution takes longer than three business days, you will receive a written or electronic acknowledgment within five business days of us receiving your complaint. This will confirm the name of the person handling your case.

If your complaint involves another party (such as a panel solicitor), we will acknowledge it and forward the matter to them. We will also inform you in writing that your complaint has been referred.

B. Investigating Your Complaint

We will ensure that your complaint is handled by someone with the authority to resolve it, who has not been directly involved in the issue at hand.

Within four weeks of receiving your complaint, we will send you either:

• A Final Response explaining our findings and decision, or
• A Holding Response, explaining why we are not yet able to resolve the complaint and providing an estimated timeline for a further update.

C. Final Decision

Within eight weeks, we will send you either:

• A Final Response addressing all issues raised and informing you of your right to escalate the complaint to the Claims Management Ombudsman (CMO), or
• An update explaining why a final decision has not yet been reached, when you can expect one, and confirming your right to contact the CMO if you are dissatisfied with the delay.

If we find that redress is appropriate, we will offer a fair resolution. This may include financial compensation, an apology, or another suitable form of remedy depending on the circumstances.

D. Escalating to the Ombudsman

If you are unhappy with our final decision, or if eight weeks have passed without resolution, you can escalate your complaint to the Claims Management Ombudsman (CMO). This must be done within six months of our final response.

Claims Management Ombudsman Contact Details:

Address:
Claims Management Ombudsman
Exchange Tower
London
E14 9SR

Phone:
0800 023 4567

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

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