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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 Direct Limited (AAHDL) 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 AAHDL 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 AAHDL 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

Where AADHL have declined a complaint or where a complaint has not been resolved within the maximum allowable period of 8 weeks (56 days) customers have the right to have their compliant case reviewed by the Financial Ombudsman Service (FOS).

Referral to the FOS must be made within 6 months of the date on the final response letter issued by AAHDL. Referral to the FOS is free for customers and is a two stage process whereby an investigator conducts an initial review and if this does not bring the complaint to a satisfactory conclusion then the case can be reviewed by an Ombudsman.

The decision of the Ombudsman is final and all parties involved in the complaint are required to abide by this ruling, within a specified timeframe.

The contact details for the Financial Ombudsman Service can be found below:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR

0800 032 8000 (free to call on mobiles or landlines)