If we are doing something wrong, we would like to know that. Please let us know about your experience and we will try to solve any problems and improve our services.
We are here to help you
We are working closely with our personal injury panel of solicitors to achieve the maximum results in respect of your claim.
We want to make sure that all customers who contact us are treated fairly, and if there is something wrong about our services, we want you to let us know. We will try to solve the issue and make sure that we deliver good services.
Complaints about solicitors
Solicitors have their own complaints procedure, so if you want to make a complaint, you can do that directly through a solicitors’ firm. If Free Accident Helpline receives any complaints about a solicitor, they will be passed on to the solicitor who is dealing with your case. If you are not satisfied with your solicitor’s response, you can complain to Legal Ombudsman. Legal Ombudsman is a free service that investigates complaints about solicitors. You can find out more about Legal Ombudsman here.
Complaints about Free Accident Helpline
We are treating our customers fairly and trying to deliver the highest standard of customer service. If you are not happy about the services we provide, please let us know, so we can improve our services.
If you would like to make a formal complaint, you can do so by letter, e-mail or telephone. It will be passed straight away to the person dealing with complaints the same day.
You will receive an acknowledgment letter within 5 working days of receipt.
Within 4 weeks of receipt of a complaint, you will receive either:
A final response, which you can refer to the Legal Ombudsman or a holding response, explaining why we are not able to deal with your complaint at the moment, so you can expect to receive a further contact about your complaint.
Within 8 weeks, you should receive either:
A final response which may be referred to Legal Ombudsman if it is not satisfying. A response explaining that a business cannot make a final response, giving reasons for the delay and telling you when you should expect the final response.
Legal Ombudsman details
PO Box 6806
Contact 0300 555 0333