AIHL COMPLAINTS PROCEDURE

You can make a complaint by writing to us at Accident Injury Helpline, 12A Portland House,
Arnison Avenue, High Wycombe, HP13 6DQ, by calling us on 01494522533 or by emailing
us at info@accidentinjuryhelplines.co.uk
What we will do when we receive your complaint
(1) We will acknowledge your complaint in writing within 48 hours. You will be provided
with the name and contact details of the person handling your complaint and when you can
expect to receive their response. Where possible, the person handling your complaint will not
have been directly involved in the matter which is the subject of your complaint.
(2) Within 4 weeks of receiving your complaint, we will:
a) Write to you with our final response which will adequately address the subject matter of
your complaint; or
b) Write to you to explain that our investigation has not been completed and provide you with
an approximate timescale of when you can expect to receive our response.
(3) Within 8 weeks of receiving your complaint, we will:
a) Write to you with our final response which will adequately address the subject matter of
your complaint; or
b) Write to you apologising for the delay, explaining what has caused it and when you can
expect to receive our final response. We will also inform you that if you are unhappy with
how the complaint has been handled at this stage, you are entitled to refer your complaint to
the Legal Ombudsman.
What you can do once you have received our final response
If we have been unable to resolve your concerns then you can refer your complaint to the
Legal Ombudsman. The Legal Ombudsman can investigate complaints up to six years from
the date of the problem happening or within three years of when you found out about the
problem.
If you wish to refer your complaint to the Legal Ombudsman this must be done within six
months of our final response to your complaint. If you would like more information about the
Legal Ombudsman their contact details are as follows:
In writing: Legal Ombudsman, PO Box 6804, Wolverhampton, WV1 9WG
By telephone: 0300 555 0333 – between 8.30am – 5.30pm
By email: cmc@legalombudsman.org.uk
Website: www.legalombudsman.org.uk/cmc