After Accident Care Team Ltd Complaints Procedure
In the unlikely event that you are dissatisfied with the service After Accident Care Team Ltd has provided in respect of its claims management activities, detailed below is our complaints procedure.
What constitutes a complaint?
An expression of dissatisfaction in relation to any of any of the services After Accident Care Team Ltd provides complaint, whether this is oral or written.
After Accident Care Team Ltd is committed to providing market-leading levels of customer service. After Accident Care Team Ltd takes any unhappiness of the services provided very seriously.
All complaints, regardless of their nature, will be heard and dealt with in accordance with our complaints procedure as regulated by the Claims Management Regulator in respect of regulated claims management activities.
How can a complaint be submitted?
If you have a complaint about any element of the After Accident Care Ltd service you can contact us by letter, telephone, email, or in person at:
After Accident Care Team Ltd,
T: 01422 834510
: 01422 833505
At After Accident Care team ltd we endeavour to settle all complaints at the earliest opportunity; aiming for a resolution within 48 hours of receipt.
Initially all investigations will be conducted by Stephen Holland, who will follow our internal guidelines aiming to settle within the target timescales.
In the event that we are unable to resolve your complaint satisfactorily within the 48 hour period we will then follow the guidelines of the FSA and its initiative “treating customers fairly.”
The process will be as follows:-
•Within five working days of receiving your complaint we will contact you either by telephone or in writing to acknowledge our complaint, providing you with the name of the person dealing with the matter for you.
•We will then investigate the complaint, keeping you regularly updated on the progress we are making.
•Within two weeks of receipt of the complaint we will either:
a)Send you a final response which addresses all the issues of the complaint.
b) Provide a further update on the progress of your complaint.
•Within four weeks of receiving the complaint we are committed to offering you a final resolution. Where redress of the complaint is required we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer you accept. However this may not always involve financial compensation.
•We will regard any complaint closed if we do not receive a reply to our final response within eight weeks.
If you are still not satisfied with our response to your complaint or it is not resolved within eight weeks you may wish to refer it to the Legal Ombudsman.
PO Box 6806
T: 0300 555 0333
The regulator can then review the handling of the complaint and can give directions on any further action which may be required.