Complaints against the REC

We strive to provide world class services and products, and to be a professional advocate for the industry we represent. To ensure this, we actively listen to our customers and we take complaints against our organisation seriously.

If you are unhappy with the service you have received from the REC, we want to know. 

Please put your complaint in writing to us, and send it to complaints@rec.uk.com or via post at REC, 20 Queen Elizabeth Street, London, SE1 2LS. 

Please include details about who was involved, when the incident occurred, and any other relevant details that led to your complaint. Please also tell us what your ideal outcome would be. 

Your complaint will be logged, and written acknowledgement will be sent to you within one working day. 

We will then start to investigate your complain, identifying the cause and any actions that are necessary to resolve the matter and to prevent similar situation from occurring in the future. Part of this process may involve seeking additional clarification from you. 

Our promise to you: 

• we will deal with your complaint appropriately, politely, confidentially and in a timely manner, usually within 5-10 working days
• we will respond openly, honestly, and constructively 
• we will learn from your complaint and utilise the outcomes to improve our products and services 

we will regularly review our complaints policy 

what if I still have concerns? 

If you are not satisfied with the response you have received from us, you can write to us again and we will escalate your complaint. 

If you have any queries about our process, please contact us.