Complaints Procedure

We are committed to our customers foremost and aim to deal with any complaints made about our service fairly and promptly inline with our regulators guidelines. Any complaints should be made to the managing director in writing to our registered address. We will look into the matter carefully and promptly and do all we can to resolve the position to your satisfaction. Contact customer service on 0800 0461 310 and we will make every attempt to resolve your complaint directly.

Alternatively you can email us at info@theaccidentexperts.co.uk or write to our complaints department at

The Accident Experts
11 Stonechat Close
Blackpool
Lancs
FY3 8FN

We aim to respond fully to complaints within 14 days of receiving them. However, where we need to request third party documentation, this may not always be possible.
·  We will handle complaints fairly and promptly.
·  We will send you a written acknowledgement of a complaint within five business days of receipt.
·  We will take full details from you as to the nature of your complaint and what redress you are seeking.

We will within 4 weeks from receipt of a complaint
·  Send the complainant our final response.
·  Send the complainant a holding response explaining why we are not in a position at the present time to resolve the complaint and a date within the next 4 weeks when we will send a further response.

We will within 8 weeks from receipt of a complaint
·  Send the complainant our final response.
·  Send the complainant a response which explains why we still can not make a final decision giving reasons for the delay and indicate when we expect to be able to provide a final response and inform you that you may refer the complaint to the Claims Management Regulator if you wish.

Providing Redress

If it is decided that redress is required, the redress will the complainant with fair compensation for any act or admissions for which we are responsible. Compensatory redress will be by mean of financial settlement, a written apology, an offer to redo the work or refund of a fee.