Frequently Asked Questions
To save you time, and to enable you to be answered quickly, internet users can now take advantage of our section relating to typical questions which claimants usually ask. Here we have put together a selection covering most topics we feel you may have problems with. As Reclaim is a very straightforward promotion, and its terms and conditions are very black and white, we normally find the number of queries limited. If however you have any questions, try here first, where we are sure that you will find most of your answers, or if not give Customer Services a call on +34 952 76 64 33 (calls may be monitored for training purposes)
- Q. How safe is my claim?
- A. Whilst the Reclaim Certificate is used as an incentive to purchase, stringent safeguards have been developed to ensure fair play and honesty to the customer in the transmission and handling of funds. All service fees are paid into an account, which is controlled by an independent board of trustee’s. Independent professionals certify the amount that the trustee places into the funds. Independent professionals also verify the amounts payable to qualifying holders who make eligible claims.
- Q. Is Reclaim, the Retailer (supplier) or the International Bank responsible for meeting my claim?
- A. Reclaim is responsible for meeting your claim. The Retailer’s (supplier’s) only responsibility is to pay the service fee. The International Bank is where the board of trustee’s places the funds.
- Q. What happens if I die before I can claim?
- A. Although the Reclaim Certificate and all its rights are not transferable, in the event of the holders’ death it shall be available for the holders’ heirs and successors.
- Q. What if I send my Holders Registration Section too early or too late?
- A. Because you have not adhered to the terms and conditions of the promotion you will not be entitled to make a claim. Always read and follow carefully the terms and conditions of the promotion as shown on the reverse of the Reclaim Certificate. Failure to do so will result in you NOT being able to successfully claim.
- Q. How much can I claim back?
- A. The amount depends on the number of certificate holder's who make successful claims subject to the terms and conditions of the promotion.
- Q. Is the amount guaranteed?
- A. Assuming that you adhere to the terms and conditions of the promotion the amount that you will receive at the end of the 51 month period is a GUARANTEED minimum (the guaranteed amount depends on the type of promotion). The amount remaining in the fund relating to those holders who do not make qualifying claims is added to the amount available to the holders who do make qualifying claims, thereby increasing your return.
- Q. Why do I have to use certified post?
- A. If there should be any dispute, by using certified post you have proof of postage.
- Q. What if I lose the original Reclaim Certificate?
- A. Your certificate cannot be replaced. Please look after your certificates carefully
- Q. What happens if I move house during the period?
- A. Please inform us so that we can update your details.
- Q. What happens if Reclaim is not trading in 51 months time, will this affect my claim?
- A. No it does not affect your claim, in the unlikely event that Reclaim are not trading in the future, the board of trustee’s and the auditors will administrate the claim procedure.
- Q. What happens if the company from whom I purchased is not trading in 51 month time?
- A. All service fees are collected prior to the certificate being issued. If you have a certificate you are (subject to the terms and conditions) eligible to make a claim, regardless of the status of the Retailer (Supplier)