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 you are not satisfied with our response you may wish to take your complaint to the Financial Ombudsman Service. In order to contact the Financial Ombudsman Service, you should contact them as follows: Write to them at Exchange Tower, London, E14 9SR

Telephone:  0800 023 4567 Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk