Complaints Procedures OLD

Accident Claims Help Time Limited is committed to provide highest level of professional service and due care to our clients and maintains a robust system of dealing with the complaints in accordance with Compensation Act 2006.
In any unforeseen or unfortunate event of our clients being unhappy with any aspect of our services, they can make a complaint:

• In writing
• Email
• Telephone Call
• In person

A Complaint should include:

• What happened
• What should not have happened
• When it happened
• Who you dealt with
• How will you like complaint to be settled

How the compliant be dealt with:

• Upon receipt of compliant, we will open a file of complaint and make a complete record of the progress of complaint
• We will send a written or electronic acknowledgement of a complaint within 5 days of the receipt of complaint along with procedures of handling the complaint within our organisation.
• We will inform the complainant about the name and the position of the person dealing with the compliant
• How can the complainant contact him /her.
• We will ensure that the person handling the complaint is of sufficient competence who wherever possible must not been involved in the complainant’s claim and has full authority to redress the complaint
• We will thoroughly and seriously investigate the compliant
• Complaint handling officer will send the complainant response within four weeks about the progress of the case either:-
• Give a final response or
• Give a response mentioning that we are unable to make a final response with the reasons for the delay and when will we make further contact with the complainant.

Nevertheless, within eight weeks of the receipt of the compliant, we will inform the complainant with either:

• A final response or
• A response:
• Which explains that we are still not able to make a final response giving reasons for the delay and indicate when we expect to be able to provide a final response; and
• We will inform the complainant that he/she may refer the handling of the compliant to the Legal Ombudsman if the complainant is dissatisfied with the delay or outcome of the complaint along with the timeframe for doing so and full contact details of the Legal Ombudsman.

Where Accident Claims Help Time Limited decides that redress is appropriate; we will provide the complainant with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that the complainant accepts. Appropriate redress will not always involve financial redress. It may be a letter of apology or redo the work.

Accident Claims Help Time Ltd will professionally and diligently provide assistance in connection with the complaints to legal Ombudsman whenever requested assistance. 
The Address of Legal Ombudsman is:

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ