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Complaints procedure

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Last updated: [effective date]

We want to put things right if we get something wrong. This procedure explains how to complain about our service and what will happen next. It does not cover complaints about your bank; those are handled as part of your claim.

How to complain

You can complain in whichever way suits you:

  • In your portal: send a message to your case team and say that you want to make a complaint.
  • By email: support@ccrecovery.org
  • By post: Unit 6 St. Peter's Wharf Terrace Level, St. Peter's Basin, Newcastle Upon Tyne, United Kingdom, NE6 1TZ
  • By phone: +44 737 839 61251

Please tell us your name, your case reference if you have one, what went wrong and what you would like us to do. If you need help making a complaint, or need us to make adjustments, let us know.

What happens next

  1. We acknowledge your complaint in writing within 5 business days, and tell you who is handling it.
  2. We investigate. Someone not involved in the issue reviews what happened, looks at your case records and may contact you for more information.
  3. We send our final response in writing as soon as we can, and no later than 8 weeks after receiving your complaint. It will explain our findings, what we will do to put things right, and your right to refer the complaint to the ombudsman.

If we cannot send a final response within 8 weeks, we will write to explain why and tell you that you can refer your complaint to the ombudsman straight away.

Referring your complaint to the ombudsman

If you are not happy with our final response, or we have not sent one within 8 weeks, you can refer your complaint to the Financial Ombudsman Service, which handles complaints about claims management companies. It is free and independent.

You normally need to do this within 6 months of the date of our final response. Visit financial-ombudsman.org.uk for details on how to refer a complaint.

Our records

We keep a record of every complaint and how it was resolved, and we use complaints to improve our service. Complaints are handled fairly and do not affect how we deal with your claim.

About us

CC Recovery Ltd is authorised and regulated by [regulator], firm reference [firm reference number], in respect of regulated claims management activity.