Complaints Process

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At Accident Management Helpline Ltd, Customer satisfaction is something that we strive to maintain and improve. Any complaint received is dealt with professionally and in accordance with our internal complaints procedure.

Our internal complaints procedure is very efficient and customer friendly.

How to make a complaint?
You may complain to:
Customer Relations Department
Accident Management Helpline Limited
Imex Spaces Business Centre
Oxleasow Road
B98 0RE

Complaints can also be sent by e-mail to the Customer Relations Department

What happens next?

You will receive an acknowledgment either in writing or by e-mail within 5 working days of receipt. Our Customer Relations Department will thoroughly investigate your concerns and a response will be issued within 4 weeks. 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. If we do not hear from you within 14 days of receiving our response, we will assume that your complaint has been resolved and your file will be referred back to the relevant department.

I’m not satisfied with the response…What can I do?

If you do not feel that your complaint has been resolved satisfactorily please write a letter to explain why and ask for a further review.

What happens next?

Your case will be reviewed by the Compliance Director, and a response will be sent within 8 weeks from the date we received your first complaint. This is the final stage of our internal complaints procedure. If I remain dissatisfied, who can I write to?

If you have received a final response and still consider your complaint to be unresolved, you have the right to refer your complaint to the Claims Legal Ombudsman.

Please note the Regulator will only intervene once all steps of the Company’s in house complaints procedure have been followed. The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.

Legal Ombudsman
PO Box 6806
Telephone – 0300 555 0333 (Lines are open Monday to Friday 9:00 – 17:00)
Email –

  1. We reserve the right to decline to consider a complaint which is made more than six months after the complainant became aware of the cause for the complaint.