If you are unhappy with any aspect
of our service and wish to complain you can do so by any
reasonable means (i.e. letter, telephone, fax, e-mail
or in person). We do also have a standard complaints form
which you may use although you are not obliged to.
Complaints by post should be sent
to Mr. T. Asbury or faxed to 01695 587616 or e-mailed
to tim.asbury@directaccident.co.uk.
If you wish to complain in person please telephone
our office and ask to speak to Mr. Tim Asbury who
will arrange a mutually convenient appointment.
Who investigates our complaints
Your complaints will be investigated
by either a director or chief executive or senior management
of the company all of whom will be of sufficient competence
to deal with the matter. Wherever possible the investigator
will have no direct involvement in the matter the subject
of the complaint. Our appointed investigator will have
the authority to settle complaints (including offering
redress where appropriate) and the experience and knowledge
to adequately deal with the subject matter of the complaint.
Timescale for dealing with complaints
1.
i. Any complaint
made more than six months after the complainant
became aware of the complaint is likely to be declined
under the provisions of the Ministry of Justice
Complaints Handling Rules 2006.
2.
ii. Upon receipt of the complaint
a written or electronic acknowledgement will be
sent to you within five business days of receipt
giving the name of the individual and job title
dealing with the complaint and details of our complaints
internal handling procedure will be sent to the
complainant.
3.
iii. Upon receipt of the complaint
the investigator will first ask for the comments
of our staff members with whom you dealt and if
necessary ask you for your comments on the answers
given.
4.
iv. If your complaint is accepted
in full at that stage we will let you know what
we consider is appropriate redress.
5.
v. If we pass back our staff
members comments to you and you reply, the investigator
will consider all the facts of the case including
any documentation available. A final response will
be sent to you within four weeks of receiving a
complaint or a holding response explaining why a
final response cannot be given. A final response
will be provided following a holding response no
later than eight weeks of receiving the complaint.
In the unlikely event a final response cannot be
provided within eight weeks the response at that
stage will explain why a final response cannot be
provided and give reasons for the further delay
and indicate when the final response will be provided.
You will be informed at that stage that you may
refer the handling of the complaint to the Claims
Management Regulator if you are dissatisfied with
the response.
6.
vi. If you are dissatisfied
with our investigator’s conclusions you may
ask him/her to review especially if you feel he/she
has overlooked something or there is new material
to look at.
7.
vii. We will always do our
best to reach a fair result and rectify where possible
any error. If, however, you feel despite our efforts,
you have not been properly treated you have the
absolute right to complain to the Industry Regulator
at Ministry of Justice, Selborne
House, 54 Victoria Street, London, SW1E 6QW, telephone
02072 108381 or email on info@claimsregulation.gov.uk.
