Complaints Procedure

Our commitment

Raising a complaint will never affect how your matter is handled. We will treat what you tell us seriously, look into it properly, and explain our conclusions in plain language.

1. 01

   Step 1 — Contact us

   Tell us what has happened and what you would like us to do about it. You can complain by email to info@bjmrecovery.com or in writing to our registered office in Solihull. Both of our addresses are set out in the Company Details section below.

   It helps if you include your name and contact details, the reference or matter your complaint relates to, what went wrong, when it happened, and the outcome you are seeking. You do not need to use any special format.

2. 02

   Step 2 — Acknowledgement

   We will acknowledge your complaint in writing and confirm who is handling it.

3. 03

   Step 3 — Investigation

   Your complaint will be reviewed fairly and impartially by someone with the authority to put things right. We will look at the file, speak to the people involved and consider any evidence you have provided. If we need more information from you, we will ask.

4. 04

   Step 4 — Response

   We will write to you with the outcome, explaining what we found, why we reached that view and what, if anything, we propose to do. If we need more time to complete our review, we will tell you and keep you updated.

5. 05

   Step 5 — Escalation

   If you are not satisfied with our response, you can ask for the matter to be reviewed by a senior member of our team who has not previously been involved in the matter.