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Complaints Procedure

If you feel we have failed to provide you with the expected level of service:

Please tell us why and where we have failed. Our Complaints Procedure follows the Claims Management Services Regulation and Complaints Handling Rules.  You must make your complaint in writing or email. Please include your full name and address on all correspondence and provide as much information as possible about the service provided, the individuals or department involved and why you felt the service we offered did not meet your expectations.

Complaints must be made in writing or by e-mail to:

Client Services
Complete Accident Solutions
11 High Street
Pontardawe
Swansea
SA84HU

Process:

We will send a written or electronic acknowledgement of a complaint within 5 business days giving the name and job title of the individual handling the complaint for the business.

Within eight weeks of receiving a complaint we will provide

(a)    a final response which adequately addresses the complaint; or

(b)     a response which 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 inform you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the delay.

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, it may involve an apology.

If you are still dissatisfied after receiving a final response

Let us know in writing or by telephone why you remain dissatisfied so that we can investigate further, referring it to senior management if necessary. Hopefully this process will bring the matter to an amicable conclusion.

If we still cannot reach a resolution

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Legal Ombudsman
P O BOX 6806
Wolverhampton
WV1 9WJ

Telephone: 0300 555 0333

Email: [email protected]

Finally

We take every complaint and suggestion seriously. We systematically record the complaints received and the subsequent actions taken. The number of complaints, their nature and the speed with which they are dealt with are all monitored.

01792 341 069

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