Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy with the service we have provided to you or you have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you.

What to do if you are dissatisfied 

To ensure that we provide the kind of service you expect we welcome your feedback. If at any time you are not happy with the service that you have received, in the first instance, please telephone us in order to explain your concerns. Alternatively, you can if you wish contact us in person or by letter, or email using any of the contact details below. You are entitled to complain by any reasonable means.

By post: The Head of Customer Relations, New Mount Reclaim Limited, 6-8 Crompton Street, Bury, BL9 0AD

By e-mail:

By telephone: 0161 241 9017

Telephone calls may be recorded for training and monitoring purposes.

How we will handle your complaint

We aim to resolve all complaints in a fair and timely manner. We will acknowledge your complaint in writing within 5 business days of receipt and inform you of the name or job title of the person who is handling your complaint. We will carry out an assessment and full investigation of your complaint. As necessary, we will review all the documentation and information available to us to carry out a thorough and objective investigation. In some instances, we may need to ask you for further information or to provide authority for us to contact third parties.

Within 8 weeks of receiving your complaint we will provide you with either a final response or a response which explains why we are not yet in a position to resolve your complaint and which indicates when we expect to be able to issue our final response.

If, after reviewing your case, we find that your complaint is justified we will acknowledge that fact and provide you with an apology. If we believe that you have suffered financial loss caused by our handling of your affairs, we may, at our discretion, offer you financial redress or some other means of restitution. If we do not believe that we are to blame for the circumstances specified in your complaint or if we do not consider that you have suffered financial loss as a result of our actions, we will confirm that to you in our response. Clearly, we would always want to resolve any concerns you raise with us internally. However, should you remain dissatisfied following our final written response, or 8 weeks have elapsed since you raised your complaint with us and you are not happy with the progress made, you can refer the matter to the Legal Ombudsman whose contact details are as follows:

Visit Call 0300 555 0333 between 8.30am to 5.30pm. Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.

For minicom call 0300 555 1777

Email Legal Ombudsman PO Box 6804 Wolverhampton WV1 9WG

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem.

If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint.

Do not send original documents to the Legal Ombudsman. They will scan any documents you send them to make computer copies and then destroy the originals.