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i) Our commitment to you

At Fast Track Reclaim we constantly strive to provide a high standard of service, but there may be occasions when you, as our customer, are dissatisfied. We take all customer complaints seriously within our company, and want to hear your concerns in order to further improve our service in the future. This document outlines what you should do if you wish to make a complaint, and also our commitment to you.

ii) What you should do

You can make a complaint in writing- by letter, email, verbally over the telephone or in person at the below address. You should explain the facts in a logical order and remember to provide our reference number to enable us to locate your details and look into your concerns as soon as possible. Our contact details are: Complaints Department, Fast Track Reclaim, Fast Track House, Pearson Way, Stockton-on-Tees TS17 6PT, Tel: 0333 212 1265 (Please be advised charges may apply when calling this telephone number. Please check with your telephone provider for further information/rates.), or we can be emailed at

iii) What we will do

Investigation of your complaint -

Your complaint will immediately be assigned to a nominated investigator who will seek all relevant facts, and there may be a need for us to contact you at this point. They will also refer to any documentation held, and any relevant third parties, where appropriate.

Timescales -

We will acknowledge your complaint within 5 working days and provide contact details should you wish to communicate with us at any time during the investigation.

We then have 8 weeks from the date we receive your complaint to make our decision. If after 8 weeks, we have been unable to resolve your complaint, we will write to you providing an update on our progress, and let you know when we expect to be able to provide our final response. We will always try to reach a conclusion within the given timescales, but if we are unable to do this, perhaps due to the complexities of the case, we will write to you again at this point, providing details of the progress of our investigation. At this stage, you will be advised that if you are not satisfied with the progress made, you may refer the handling of your complaint to the Claims Management Ombudsman (details below).

If we conclude that you have been poorly advised, or suffered material loss or inconvenience, we will make proposals to put things right for you. If this is not the case, then we will write to you explaining how we reached our decision.

Complaint Outcome -

Once all the information available has been reviewed, we will issue a final decision letter which will provide a full account of our investigation and of our conclusion. Where we decide that redress is appropriate, we will outline exactly what form this redress will take.

The letter will also inform you that if you are not satisfied with our response then you may refer your complaint to the Claims Management Ombudsman by letter, email or telephone.

The address of the Claims Management Ombudsman is:

Claims Management Ombudsman, Exchange Tower, Harbour Exchange, London, E14 9SR


Telephone: 0300 0234567