Accident Advice Centre (Northwest) is committed to providing a high standard and efficient service to all clients. We listen to comments and use them to improve our services and the way they are provided. If you have views about our services and the way they are provided, we would like to hear from you.
We take complaints seriously. Our aims are to:
- Deal with complaints openly, promptly and properly.
- Try to resolve complaints as soon as we can.
- Learn from complaints and improve our service.
You can make a complaint:
- By telephone. 01942217268
- By fax. 01942217252
- By e-mail. admin@accadv.co.uk
- In Person.
- In writing to us at: Accident Advice Centre (Northwest)
P.O. Box 142, Wigan, WN3 6FB.
When you make a complaint please provide us with as much information as possible. Tell us what happened, when it happened and who you dealt with. Please confirm your name and address and any contact telephone numbers. If your complaint is made over the telephone, we will acknowledge your complaint, confirming the facts as we understand them. We will always deal with your complaint courteously and efficiently.
You should normally complain within 6 months of the event concerned or within 6 months of becoming aware that you have something to complain about. We have discretion to waive this time limit if there are good reasons why you could not complain earlier.
We will acknowledge your complaint in writing (by letter, fax or e-mail) within 5 business days of receipt. In this, we will confirm the name of the person handling your complaint and how to contact them.
Your complaint will be fully investigated and we will keep you informed of this, if appropriate. Within 4 weeks of receiving your complaint we will send you either a final response, or a holding response, explaining why it is not yet possible to resolve the complaint, and indicating when we will make further contact (which will be within 8 weeks of the initial contact).
By the end of 8 weeks after receipt of your complaint we will provide you with either:
- A final response, or
- A response which:
- Explains that we are not still able to provide a final response, giving reasons for the delay, and telling you when we will be able to provide the final response, or
- Informs you that you may refer your complaint to the Claims Management Regulator if you are dissatisfied with the delay.
If you are not satisfied with our final response, or if your complaint is not resolved after 8 weeks, we will inform you that you have the right to refer your complaint to the Claims Management Regulator, and will provide their address, phone number and e-mail address to you at that time.
We will record your complaint, and any correspondence relating to it, in our central register.
This complaints procedure has been drafted in accordance with the Complaints Handling rules 2006, and records and documents are kept in accordance with that.
