The consumer reclaim specialists

How to contact us
You can make a complaint:
By post Russell & Young Ltd. Southwest Business Centre, 48 Queen Street, Exeter. EX4 3SR
Or by email: complaints@russellyoung.co.uk

Acknowledging your complaint
We will send an acknowledgement of your complaint within 5 business days from receipt.
We reserve the right to decline to consider a complaint that is made more than four months after you became aware of the cause of the complaint. At our discretion, we may waive this requirement. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

Investigating your complaint
We will be as thorough as possible and aim to resolve your complaint promptly, giving you reasons for our decision. Wherever possible, the person dealing with the complaint will have the authority to settle the complaint and will not have been directly involved in the matter which is the subject of the complaint.
If we are unable to send you a final response within three weeks, we will contact you and explain why. We will then aim to issue our final response within the next three weeks.

Our response to you
Once our investigation is completed we will write to you with a full account of our decision.

If are not satisfied with our response
If you are not satisfied with our response, or if a complaint is not resolved after six weeks, you may refer the complaint to:-
Claims Management Regulator 57-60 High Street Burton On Trent Staffordshire DE14 1JS
info@claimsregulation.gov.uk Tel: 0845 450 6858

Our final response will also include details of these options.