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 Chief Operating Officer who is responsible and has the necessary authority for dealing with such matters.

Timescales

Accident Advice Helpline Motor Limited (AAHML) will aim to send a written acknowledgment of the complaint within two business 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 AAHML will send either:

(a) a final response; or
(b) a holding response explaining why the appointed individual 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 AAHML will send either:

(a) a final response setting out the findings and making reference to any regulatory or organisations with further powers to investigate; or
(b) a response with a further explanation of the delay setting out the complainants rights

Exclusions

AAHML 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 or the Legal Ombudsman

At the point of response or in event that the complaint is not resolved within the eight week period stated above the Complainant is entitled to refer the complaint to the Claims Management Regulator (where the complaint relates to regulated claims management activities) or the Legal Ombudsman (where the complaint relates to service).

The Claims Management Regulator can be contacted at:

Claims Management Regulation
Monitoring and Compliance Unit
57-60 High Street
Burton on Trent
Staffordshire
DE14 1JS

The Legal Ombudsman Service can be contacted via their website http://legalombudsman.org.uk or by calling 0300 555 0333. Please note a complainant has six months from the date of the final response and/or expiry of the eight week period to raise a complaint with the Legal Ombudsman service.