Tel: 0845 270 22 27

Complaints Procedure

We are proud of the level of service that we provide and the satisfaction levels of our clients. However, in the unlikely event that the standard of service that we provide you does not meet your expectations, we have a robust complaints procedure in place. Our aim in this procedure will be to fully investigate your complaint and bring the matter to a conclusion promptly and to your complete satisfaction.

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if we are prepared to consider such a complaint.

Within five working days of receipt we will send you a written or electronic acknowledgement of your complaint. This acknowledgement will identify the person who will be handling the complaint on behalf of the business. Wherever possible, this individual will not have been directly involved in the matter under consideration and will have the authority to settle the complaint.

Within four weeks of receiving your complaint, we will send you either:

1. a final response which adequately addresses the complaint; or
2. a holding response, which explains why we are not yet in a position to resolve the complaint and which indicates when we will make further contact with you.

Within eight weeks of receiving a complaint we will send you either:

1. a final response which adequately addresses the complaint; or
2. a response which:
   1. explains why we are still not in a position to make a final response, gives reasons for the further delay and indicates when we expect to be able to provide a final response; and
   2. informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
Email : info@claimsregulation.gov.uk
Telephone: 0845 4506858

The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.

Accident Advisory Centre is regulated by the Ministry of Justice in respect of regulated claims management activities.