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 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.
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.
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
On the day when we receive your complaint it will be passed to our Complaints Officer and then your complaint will be handled in the following way:
1) We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint. This written acknowledgement will also include our company’s internal complaints handling procedures, explaining the process we follow at Free Accident Helpline
2) Within four weeks of receiving a complaint, we will send you either:
a) a final response which adequately addresses the complaint; or
b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
3) Within eight weeks of receiving a complaint we will send you either:
a) a final response which adequately addresses the complaint and informs you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the response; or
b) a response which:
(i) explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
(ii) informs you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the delay.
4) 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.
5) If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
PO Box 6804
Tel: 0300 555 0333