Complaints Reclaim PCP Finance
Hire Purchase (HP) is a common method for financing vehicles, motorcycles, and other high-value items. With an HP agreement, you pay an upfront deposit, followed by fixed monthly payments over a set term—usually 1 to 5 years. Once all payments, including interest, are completed, you gain full ownership of the vehicle.
Regulatory Requirements
Reclaim PCP Finance is obligated by the Financial Conduct Authority to operate a complaints handling policy that ensures the effective identification, investigation, and resolution of customer complaints. Principle 6 of the Financial Conduct Authority’s Principles for Businesses requires the Company to treat customers fairly.
As part of this commitment, Reclaim PCP Finance ensures that customers face no post-sale barriers, including any difficulty in raising a complaint.
Definition
The Financial Conduct Authority defines a complaint as any oral or written expression of dissatisfaction, whether justified or not, from a customer or potential customer regarding the provision—or failure to provide—a financial service.
This includes situations where the complainant believes they have suffered financial loss, material distress, or inconvenience, and relates to services or products provided directly or indirectly by the Company.
In simple terms, a complaint is any expression of dissatisfaction about the Company’s claims management services.
Submitting a Complaint
Reclaim PCP Finance aims to deliver a high standard of customer service at all times. However, if you wish to make a complaint, you can contact us using the details below:
Email: info@reclaimpcpfinance.co.uk
Website: https://reclaimpcpfinance.co.uk/
Acknowledgement
We aim to acknowledge all complaints in writing within 5 business days of receiving them.
Complaints Investigation
Reclaim PCP Finance will investigate your complaint thoroughly and may contact you for additional information where necessary.
The investigation process may include:
- Reviewing relevant documentation
- Speaking with involved staff members
All complaints are handled impartially by individuals who were not involved in the original matter.
Final Response
We aim to provide a final written response within 8 weeks of receiving your complaint.
The response will either:
- Uphold the complaint and offer appropriate resolution
- Offer resolution without accepting fault
- Reject the complaint with a clear explanation
If we are unable to respond within 8 weeks, we will inform you of the delay and provide an updated timeframe.
Appeal
If you are not satisfied with our final response, or if 8 weeks have passed without resolution, you may escalate your complaint to the Financial Ombudsman Service free of charge.
You must do so within 6 months of receiving our final response.
Review
Reclaim PCP Finance reviews this policy annually, or sooner if required due to:
- Changes in business operations
- Updates in legal or regulatory requirements
