Complaints Procedure

We aim to provide a professional, efficient service at all times. If you are unhappy with any part of the service you have received from Financial Claims Helpline Ltd (FCHL) trading as Quick Reclaims, please let us know so we can put things right. This page explains how to make a complaint and how we will handle it.

How do I make a complaint?

Please contact us as soon as possible using any of the methods below:

Telephone: 0330 635 1780
Email (complaints): info@fchl.co.uk (you may also use info@quickreclaims.co.uk)
Post: Financial Claims Helpline Ltd, Victoria House, 37 Anson Road, Manchester, M14 5DA

Please include:

Your full name and (if applicable) reference number
Contact telephone number and email address
A clear description of your concern

What happens next?

We will acknowledge your complaint within 5 working days and confirm who will handle it.
We aim to investigate and resolve your complaint within 21 days wherever possible.
If we need more time, we will keep you updated and will always send a final response within 8 weeks of receiving your complaint, as required by the Financial Conduct Authority (FCA).
Our final response will explain our findings and any action we intend to take.

If you are not satisfied

If you remain dissatisfied after our final response, or if 8 weeks have passed since we received your complaint, you can refer your complaint to the Financial Ombudsman Service (FOS) free of charge.

Financial Ombudsman Service (FOS) contact details

Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk

You must refer your complaint to the Financial Ombudsman Service within 6 months of the date of our final response. The Ombudsman may also consider complaints up to 6 years from the event or 3 years from when you became aware (or ought reasonably to have become aware) that you had cause to complain.

Additional information

This procedure is free of charge.
Making a complaint will not affect how we handle your case.
A copy of this procedure can be provided in writing or another accessible format on request.

Quick Reclaims is a trading name of Financial Claims Helpline Ltd, authorised and regulated by the Financial Conduct Authority (FCA No. 833418).

Registered in England & Wales (Company No. 09479421).

ICO Registration No. ZA496489.

Registered Office: Victoria House, 37 Anson Road, Manchester, M14 5DA.

You are not required to use Locksley Law and may choose another legal services provider if you wish. By completing our online form, you agree that your information may be shared with Locksley Law so they can carry out a soft credit check and handle your claim on your behalf.

* Locksley Law Solicitors, trading style of RH Law Ltd, SRA Number – 659355, ICO Registration Number – ZA567603, will receive an Electronic Credit Report and a soft footprint will be retained on my/our credit file from either one or all of the search companies: (Experian, Equifax, TransUnion, Valid8, TAL Marketing). This will not impact your credit score, more information can be found within our Privacy Policy.

** Average payout figure. Outcomes may vary. For more information.

*** Where No Win, No Fee is offered – You pay nothing unless your claim is successful. A fee between 15 – 30%, plus VAT applies on successful claims (fee dependent on level of redress secured), and a cancellation fee may apply outside the 14-day cooling-off period. See Fee page for more information on what the solicitors will charge.

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