Statutory Complaints Procedure
RatesReclaim operates under the Verified Entitlements Institutional Code of Ethics. We are committed to resolving client concerns with promptness, forensic rigor, and transparent accountability.
1. Our Commitment to High Professional Standards
As a specialized commercial rating restitution bureau, we strive to deliver flawless forensic calculations and smooth council payouts. Where a ratepayer believes our service has fallen below expected standards, we operate a structured, formal 3-tier dispute resolution protocol.
2. The 3-Tier Escalation Protocol
Contact your allocated Senior Rating Assessor or email audit@ratesreclaim.co.uk citing your Order or Claim Reference Number. The assessor will review the valuation parameters, cross-check the compiled rating list, and provide an initial written explanation or corrective resolution within three (3) working days.
If the matter is not resolved satisfactorily at Tier 1, you may request formal escalation to the Principal Assessor. A comprehensive independent audit of the case file, council correspondence, and billing authority responses will be conducted, resulting in a Formal Determination Notice.
In the unlikely event that an agreement cannot be reached, the dispute may be submitted to independent commercial mediation in London under the rules of the Chartered Institute of Arbitrators (CIArb) or the Centre for Effective Dispute Resolution (CEDR).
3. How to Lodge a Formal Complaint
Please dispatch formal written notices to:
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