Abacus Reclaims is a claims management company and treats all clients complaints very seriously. In the event of any complaint the board of directors will endeavour to address any issues promptly, professionally and efficiently. Abacus Reclaims have a complaints handling process in place and will endeavour to deal with issues on receipt.

There is a dedicated phone line for communication: 0845 025 0111.

The complaints handling procedure is outlined as follows:
Abacus Reclaims is regulated by the Ministry of Justice in respect of regulated claims management activities. Particulars of registration are recorded on the website www.claimsregulation.gov.uk. CRM19169
Abacus Reclaims is the trading name of Abacus Consumer Consultants LTD Company Registration number 06812532, Registered office, Marlborough House, 12 Salisbury Road, Leicester, LE1 7QR.

We have the following procedure for addressing a complaint made by (You) the client:
You may make a complaint to our Compliance Manager by writing to the:
Compliance Manager 
Abacus Reclaims
Marlborough House
12 Salisbury Road
Leicester
LE1 7QR

Or by telephoning:
0845 025 0111

Or e-mail to:
info@abacusreclaims.co.uk

You may make an appointment to attend in person. Our Compliance Manager will investigate your complaint. He has our authority to respond to your complaint and to offer you redress if he upholds your complaint.

He may refuse to hear your complaint if you have delayed more than 6 months after becoming aware of the facts which give rise to your complaint. He will send you a written or electronic acknowledgement of your complaint within five working days from the date you complained and will tell you how the complaint will be investigated.

He will then write to you within 4 weeks either with a final response to your complaint or with an explanation as to why he is not then able to resolve your complaint. In the latter case he will write to you again within a further 4 weeks either with a final response to your complaint or a holding response with an explanation as to why he is not then able to resolve your complaint and he will tell you when he expects to make contact with you. (This will be within eight weeks of your initial complaint).

By the end of eight weeks after receipt of your complaint, the compliance manager of Abacus Reclaims will either send you a final response letter or will explain that he is not in a position at this stage to make a final response, giving reasons for any delays and will indicate when he is in a position to make a final response.
In the latter case he will tell you that if you are dissatisfied with the delay you may refer the handling of the complaint to the Claims Management Regulator:

Full address and contact details:
Claims Management Regulator, Monitoring & Compliance Unit, PO Box 7284, Burton on Trent, Staffordshire, DE14 9DP, Telephone (0845 450 6858), Facsimile (0845 450 6866) or email (info@claimsregulation.gov.uk).

If our Compliance Manager decides that redress is appropriate, he will provide you with fair compensation for any acts or omissions for which we are responsible and comply with any offer of redress which you may accept. 
The redress will not always involve financial redress. It may involve an apology, an offer to re-do the work or the refund of a fee.

Where financial redress is deemed appropriate, it will include a reasonable rate of interest. Following a final response, or if a complaint is not resolved after eight weeks, you may refer the handling of the complaint to:- info@claimsregulation.gov.uk.