Complaints Procedure

Upon receipt of a complaint (whether by letter, telephone, email or in person) details will be passed on the date of receipt to the Director of Legal Operations who is responsible and has the necessary authority for dealing with such matters.

Accident Advice Helpline will send a written acknowledgment of the complaint within five days of receipt providing the name of the individual handling the complaint for the business together with a copy of this Complaints Procedure.

Within 4 weeks of receipt of the complaint Accident Advice Helpline will send either:

1. a final response; or
2. a holding response explaining why the office holder is not yet in a position to resolve the complaint and indicating a timescale for further contact

By the end of 8 weeks from receipt of the complaint Accident Advice Helpline will send either:

1. a final response; or
2. a response with a further explanation of the delay and inform the Complainant that he or she may refer the handling of the complaint to the Claims Management Regulator if the delay is unacceptable to the Complainant

Accident Advice Helpline may decline to consider a complaint that is made more than six months after the Complainant became aware of the cause of the complaint.

At the point of response or in event that the complaint is not resolved within the eight week period stated above the Complainant is entitled to refer the complaint to the Claims Management Regulator who can be contacted at:

Claims Management Regulation
Monitoring and Compliance Unit
57-60 High Street
Burton on Trent
Staffordshire
DE14 1JS