Complaints Policy

                                  Complaints Policy

Complaints Procedure

This Complaints Procedure outlines how to raise a complaint regarding any claims management service we have provided that is regulated under the Compensation Act 2006.

1. How to Make a Complaint

You can make a complaint to us using any reasonable method, including by telephone, email, or in writing. Complaints may be made about any regulated claims management service we have provided.

2. Our Complaints Process

A) Acknowledgement

We aim to resolve all expressions of dissatisfaction as quickly as possible. If we can resolve your complaint within 3 business days, we will not usually send a written acknowledgement.

If your complaint takes longer than 3 business days to resolve, we will send you a written or electronic acknowledgement within 5 business days, confirming the person handling your complaint.

B) Investigation

Your complaint will be investigated by someone not directly involved in the issue and who has the authority to resolve the matter.

Within 4 weeks of receiving your complaint, we will send you either:

C) Our Decision

Within 8 weeks of receiving your complaint, we will send you either:

Where redress is appropriate, we will offer fair compensation for any act or omission for which we are responsible. Redress may include financial compensation, an apology, or another suitable remedy.

3. Appeal to the Claims Management Ombudsman (CMO)

If you remain dissatisfied after receiving our final response — or if we fail to respond within the required timeframes — you may escalate your complaint to the Claims Management Ombudsman.

Claims Management Ombudsman
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567
Web: https://cmc.financial-ombudsman.org.uk/

About Us

The Housing Disrepair Group is a trading style of Consumer Reclaim Ltd.

Consumer Reclaim Ltd is authorised and regulated by the Financial Conduct Authority (FCA) in respect of regulated claims management activities. FCA Reference Number: 835212. Registration is recorded on the FCA register.

Company Registration Number: 07223077 (England & Wales)
ICO Registration Number: ZA176000
VAT Number: 144 4752 12

Email: info@thehousingdisrepairgroup.co.uk

We provide referral services to UK solicitors for housing disrepair matters and do not offer legal advice ourselves.

The Housing disrepair group is a trading style of Consumer Reclaim Ltd is regulated by the Financial Conduct Authority in respect of regulated claims management activities, reference number: 835212. Registration is recorded at: https://register.fca.org.uk. Consumer Reclaim Ltd is registered in England and Wales, Company Registration number: 07223077. Information Commissioner Office number: ZA176000. VAT number: 144 4752 12


Consumer Reclaim Ltd is a claims management company regulated by Financial Conduct Authority and is paid a recommendation fee from its Solicitors. The solicitor we recommend will charge you a fee of up to 30% (inclusive of VAT) off your compensation. 


You are not required to use our services to pursue your claim, you can either go directly to your own solicitor or make a claim yourself via the Housing Ombudsman Service.


Please note: the solicitor may charge a termination fee if you cancel your agreement after the cancellation period, please read the Terms and conditions for more information.

Please note that all calls are recorded for training and monitoring purposes. © The Housing Disrepair Group. All Rights Reserved 2025