Don’t Delay Accident Claims is committed to meeting the highest quality standard in the delivery of the services we provide to our clients. We take any problems that do arise with clients very seriously indeed and aim to ensure that any complaints clients may have are identified quickly and dealt with thoroughly in accordance with this procedure.
Every client has the benefit of the Principal Consultant who is ultimately responsible for the relevant piece of work being carried out for that client. In some cases the Principal Consultant is actively involved in that work. In others the work is delegated under the supervision of a Claims Supervisor. The Principal Consultant will make every effort to ensure that the standard of services provided by the firm meets the client's expectations.
The Principal Consultant will generally be identifiable from the Terms and Conditions letter you will have received. If however you are in any doubt as to who the Principal Consultant is, please ask your most immediate point of contact within the firm.
- Who do I make my Complaint to?
You can register your complaint with the Principal Consultant. To do so please contact us via the following means:
· By post at our address; or
· By e-mail to dsb@dontdelaycars.com or
· By telephone on 0800 432 0153 ; or
· In person
Please mark all correspondence with your reference number to allow us to investigate your complaint quickly. Should you wish to make a complaint, then please make the complaint as soon as possible as we will be unable to consider a complaint made more than 6 months after the cause of the complaint.
- How do we investigate your Complaint?
Every complaint is acknowledged within five working days in writing. It will be logged centrally within the firm so that we can monitor progress on how it is being handled. The identity of the person handling your complaint will set out in this letter and a copy of this procedure will be included.
Our aim is to respond to your complaint in full within 28 days, and we are able to achieve that in most cases. If however that will not be possible, we will let you know when you will receive a full response. A review of your file with the person handling the matter will be conducted by the Principal Consultant. He will make any wider enquiries internally that may be necessary.
If we cannot supply a response within 8 weeks after receipt of your complaint, we will let you know why we are not in a position to make a final response and indicate when we expect to be able to make a final response. If you are dissatisfied with the delay, you may refer the handling of the complaint to the Claims Management Regulator.
- Our Response
After full investigation, we will reply to you, usually in writing, and we may suggest a meeting.
We will tell you our views on your complaint and how we propose to resolve it, hopefully to your satisfaction.
- Claims Management Regulator
If you are not satisfied with our response to your complaint, we will refer you to the Claims Management Regulator.
The Claims Management Regulator is an independent organisation established by the Department for Constitutional Affairs to deal with complaints against regulated Claims Management Companies. The Claims Management Regulator is a professional body which has powers and responsibilities to ensure that all Claims Management Companies observe proper standards of behaviour and provide professional services of an adequate standard.
Before it will consider a complaint, the Claims Management Regulator generally requires that the firm's internal Complaints Procedure has been exhausted. If the Claims Management Regulator is satisfied that the firm's proposals for resolving a complaint are reasonable, it may decline to investigate further.
At your request, we will supply you with the name, address, telephone number and e-mail address of the Claims Management Regulator.
