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Car Claims Check is a trading name of Consumer Reclaim Ltd, a claims management company authorised and regulated by the Financial Conduct Authority (FRN 835212). You do not need to use a claims management company: you can complain to your lender, and then to the Financial Ombudsman Service, yourself for free.

Complaints Procedure

Car Claims Check is a trading name of Consumer Reclaim Ltd, a claims management company. Consumer Reclaim Ltd is authorised and regulated by the Financial Conduct Authority (FCA) for regulated claims management activity, firm reference number 835212. You can check its authorisation on the Financial Services Register at register.fca.org.uk.

Complaints procedure, version 1.1. Last updated 19 October 2026. Effective from the date this version is published on this website.

If we get something wrong, we want to put it right. This page explains how to complain about the service you receive from Car Claims Check (Consumer Reclaim Ltd), what we will do, and how long it takes. We handle complaints under the FCA’s complaint-handling rules.

Want to complain about your car finance, not about us? You do not need to use a claims management company. You can complain to your lender yourself, for free. If you are unhappy with the lender’s answer, you can take your complaint to the Financial Ombudsman Service, also for free. The FCA lists lenders’ complaint details at fca.org.uk/consumers/car-finance-complaints.

How to complain

Please tell us as soon as you can, in writing:

  • Email: [email protected]
  • Post: Complaints, Consumer Reclaim Ltd (Car Claims Check), Station House, Stamford New Road, Altrincham, WA14 1EP

It helps if you include your name, your claim reference if you have one, what went wrong, and what you would like us to do about it. You do not need to use a form or any particular words. If you tell us in another way that you are unhappy with our service, for example when we are in touch with you about your claim, we will treat that as a complaint too.

What happens next

  1. We acknowledge your complaint. We will promptly send you a written acknowledgement. It will give the name or job title of the person handling your complaint, and details of this procedure.
  2. If we can resolve it within 3 working days. If we resolve your complaint to your satisfaction by close of business on the third working day after the day we receive it, we will send you a summary resolution letter. It will confirm that we consider the complaint resolved. It will also explain that if you later decide you are unhappy with the outcome, you may be able to refer your complaint to the Financial Ombudsman Service, and give you its website address.
  3. If it takes longer, we investigate. We will look into what happened and keep you informed of our progress.
  4. We respond within 8 weeks. By the end of 8 weeks after we receive your complaint, we will send you one of these:
    • a final response, which accepts or rejects your complaint, gives our reasons, and sets out any redress or action we offer; or
    • a written response explaining why we cannot give a final response yet, and when we expect to.
    Either way, we will tell you that you can refer your complaint to the Financial Ombudsman Service, how long you have to do so, and how to contact it. We will include its explanatory leaflet and its website address.

The Financial Ombudsman Service

The Financial Ombudsman Service is free and independent. It looks at complaints about claims management companies through its Claims Management Ombudsman service. You can refer your complaint to it if you are not happy with our final response, or if we have not sent you a final response within 8 weeks.

Time limits. The Ombudsman can normally only consider your complaint if you refer it:

  • within 6 months of the date of our final response or summary resolution letter; and
  • within 6 years of the event you are complaining about or, if later, within 3 years of when you became aware (or should reasonably have become aware) that you had cause to complain.

The Ombudsman can sometimes consider a complaint outside these limits, for example in exceptional circumstances or where we agree to it.

How to contact the Financial Ombudsman Service

Complaints about your personal information

If your complaint is about how we use your personal information, please contact us first in the same way. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk. Our Privacy Policy has more details.

Who we are

Consumer Reclaim Ltd, trading as Car Claims Check. Registered in England and Wales, company number 07223077. Registered office: 207 Knutsford Road, Grappenhall, Warrington, Cheshire, WA4 2QL. Trading address (for post): Station House, Stamford New Road, Altrincham, WA14 1EP. Email: [email protected]. Authorised and regulated by the Financial Conduct Authority, firm reference number 835212.