COMPLAINTS HANDLING PROCEDURE:
The Accident Adviceline operate an internal complaints procedure for handling any expression of dissatisfaction, whether oral or written, justified or not, from or on behalf of a complainant about our provision of a regulated claims management service.
A complainant may make a complaint via email, telephone or letter. Letter, sent via recorded delivery, is preferable.
A complaint will be investigated by a person who was not directly involved in the matter which is the subject of the complaint and a written acknowledgement of a complaint shall be sent to the complainant, within 5 working days, illustrating the company complaints handling procedure.
The Accident Adviceline will, within 4 weeks of receiving a complaint, send the complainant either:
- A final response; or
- A holding response, which explains why it is not yet in a position to resolve the complaint and to indicate when further feedback can be expected (which must be within 8 weeks of receipt of original complaint).
In the final complaint response or in the event that a complaint cannot be resolved after 8 weeks, the complainant will be informed that they have the choice to refer the complaint to the Claims Management Regulator for whom full contact details will be provided.
