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ACCIDENT ADVICE HELPLINE DIRECT LIMITED - 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 Legal Operations Manager who is responsible and has the necessary authority for dealing with such matters.
TIMESCALES
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: (a) a final response; or (b) 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: (a) a final response; or (b) 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
EXCLUSIONS
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. Reference to the Claims Management Regulator
At the point of response or in event that the complaint is not resolved within the eight week period stated above the Claimant is entitled to refer the complaint to the Claims Management Regulator.
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