Complaints Procedure

We're committed to providing excellent service and resolving any concerns promptly

Our Commitment

At Accident Helpline 247, we take all complaints seriously and are committed to resolving any issues quickly and fairly. We value your feedback as it helps us improve our services. This procedure explains how to raise a complaint and what you can expect from us.

What Constitutes a Complaint?

A complaint is any expression of dissatisfaction with our services, including but not limited to:

  • Quality or timeliness of service delivery
  • Staff conduct or communication
  • Information provided or advice given
  • Billing or administrative issues
  • Privacy or data handling concerns

How to Make a Complaint

Contact Us Directly

The quickest way to resolve a complaint is to contact us directly. You can reach us by:

Phone
03333 446 447 (Monday to Friday, 9am-5pm)

Post
Complaints Department, Accident Helpline 247, 93 Bradford Road, Huddersfield, HD1 6DZ

Provide Details

To help us investigate and resolve your complaint effectively, please provide:

  • Your name and contact details
  • Reference number (if applicable)
  • Clear description of the issue
  • Dates and times of relevant events
  • Names of any staff members involved
  • What outcome you're seeking
  • Any supporting documentation

Our Complaints Handling Process

Step 1: Acknowledgment (Within 2 Working Days)

We will acknowledge receipt of your complaint within 2 working days and provide you with a reference number. We'll also let you know who is handling your complaint.

Step 2: Investigation (Within 5 Working Days)

We will thoroughly investigate your complaint, gathering all relevant information and speaking with any staff members involved. We aim to complete this within 5 working days.

Step 3: Resolution (Within 10 Working Days)

We will provide you with a full written response explaining our findings and any actions we will take. We aim to resolve all complaints within 10 working days of receipt.

Step 4: Follow-Up

If you're not satisfied with our response, you can request a review by a senior manager. We will respond to your review request within 5 working days.

Complex Complaints

Some complaints may require additional investigation and take longer to resolve. If this is the case, we will keep you informed of progress at regular intervals and provide you with an expected resolution date.

External Resolution Options

If you remain dissatisfied after we have completed our internal complaints process, you may have the option to refer your complaint to an external dispute resolution service, depending on the nature of your complaint.

Alternative Dispute Resolution

For certain types of complaints, you may be able to use alternative dispute resolution services. We will provide information about relevant schemes when we issue our final response.

Please note that external resolution options may have time limits for referral after our final response.

Learning from Complaints

We take every complaint as an opportunity to improve our services. All complaints are reviewed by senior management, and we use the feedback to identify areas for improvement and implement necessary changes to prevent similar issues from occurring in the future.

Contact Our Complaints Team

If you wish to make a complaint or have questions about our complaints procedure:

Phone
03333 446 447
Monday to Friday, 9am-5pm
Post
Complaints Department
Accident Helpline 247
93 Bradford Road
Huddersfield
HD1 6DZ