Complaints Procedure

 
Accident Compensation Experts (UK) Ltd refers potential claims to a panel of solicitors. Complaints arising out of services provided by our panel of solicitors will be passed to the relevant firm of solicitors to be dealt with under their own complaints handling procedures. Complainants will be directed to the Legal Complaints Service if they are dissatisfied with the response from the said firm of solicitor
 

Complaints about our Provision of a Regulated Claims Management Service

 
Complaints about Accident Compensation Experts (UK) Ltd provision of a regulated claims management service will be handled in the following way:
 
1. Formal complaints received by letter, e-mail, fax or telephone will be passed to the Complaints Officer on the day of receipt. The Complaints Officer has the necessary authority to settle such matters.

2. The Complaints Officer will send a written acknowledgment of the complaint within five business days of receipt, along with details of the company's internal complaints handling procedures.

3. Within four weeks of receiving a complaint, the Complaints Officer will send either:

(a) a final response; or

(b) a holding response explaining why the business is not yet in a position to resolve the complaint along with details as to when the complainant can expect further contact

4. Within eight weeks of receipt of a complaint, the Complaints Officer will send either:

(a) a final response; or

(b) a response explaining that the business is unable to make a final response, reasons for the delay and a timescale for provision of a final response. The letter will also inform the complainant that he/she may refer the handling of the complaint to the Claims Management Regulator if the delay is unsatisfactory.