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Complaints Procedure

Last updated: 28 April 2026

We always aim to provide a high standard of service. If something has gone wrong, we want to hear about it so we can put it right and improve our service for everyone.

About us

  • Conclusive Financial Ltd, trading as PCP Reclaim
  • FCA firm reference: 838617
  • Company number: 08463668 (registered in England and Wales)
  • Registered office: Suite 3, 2nd Floor Didsbury House, 748–754 Wilmslow Road, Manchester, M20 2DW

How to make a complaint

You can submit a complaint using any of the methods below:

  • Phone: 01242 370 848 (Monday – Friday, 8am – 4pm). Calls may be recorded for training and quality purposes.
  • Email: complaints@conclusivefinancial.co.uk
  • Post: The Complaints Manager, Conclusive Financial Ltd, Suite 3, 2nd Floor Didsbury House, 748–754 Wilmslow Road, Manchester, M20 2DW

To help us investigate quickly, please include your full name, contact details, the nature of your complaint and any reference numbers.

How we will handle your complaint

We aim to handle complaints fairly, consistently and quickly. Our process is:

  • Acknowledgement: we will acknowledge your complaint in writing within 5 working days of receipt.
  • Investigation: the complaint will be assigned to our Complaints Manager who will investigate the issues raised.
  • Final response: we will provide a final response within 8 weeks of receiving the complaint. If we are unable to provide a final response in that time we will write to explain why and tell you when we expect to be able to do so.

If we uphold your complaint, we will apologise, explain what went wrong and take the steps necessary to put it right and to prevent similar problems in future.

If you are not satisfied — Financial Ombudsman Service

If you are not satisfied with our final response, or if 8 weeks have passed since you raised your complaint without resolution, you have the right to refer the matter to the Financial Ombudsman Service (FOS) free of charge. You will normally need to do so within 6 months of our final response.

You can claim yourself for free

You are not required to use a claims management company or solicitor. You can pursue your complaint directly with your lender, or through the Financial Ombudsman Service, free of charge.