Complaints Procedure | Accidents Happen

 Complaints Procedure

Accidents Happen strive to provide a stress free, top quality service, however, there may be an instance where you feel that you have a cause for complaint. If this eventuality does occur, we are confident that our staff will do everything in their power to resolve the problem promptly and ensure that you receive a fair and impartial response to your complaint.

Accidents Happen believe that "Treating Customers Fairly" should be adopted as a cornerstone of customer service and practice, therefore minimising the occurrence of customer complaints.

If a complaint does arise, then we hope to adopt a fair system and try to resolve that complaint quickly, sympathetically and as efficiently as we can. Now some of the activities we undertake can be classed as ‘regulated activities’. Not many of our actions fall into this category, but some do. If the area you are complaining about, falls within a ‘regulated activity’ category, then not only must we abide by our own internal complaints handling rules, but we must also follow guidelines set down by the appropriate regulator.

To make things easier for customers to understand, we begin our complaints process with some basic procedures that will apply no matter what activity your complaint is about.

The basic complaints process

You can raise your complaint with us by telephone, e-mail, letter or in person. All we ask is that you clearly let us know how we can reply to your complaint, who is making the complaint and enough details about your complaint so that we can start dealing with it as soon as possible.

We will aim to acknowledge your complaint within 3 to 5 working days. That acknowledgement will advise you of what we intend to do next and who is dealing with the complaint.

Your complaint will be passed to someone internally to investigate who has received training in handling and investigating complaints. The person nominated to deal with your complaint, will not be anyone who you have named as the cause of your complaint.

We will endeavour to respond to the complainant within 21 days with a final response. Each complaint can be different and each requires investigation. If this 21 days is likely to change, we will let you know. Our final response will explain our decision and the investigations we undertook. If we are at fault, we will tell you what action we intend to put that fault right.

What differs if your complaint falls under a regulated area?

If your complaint falls under a regulated area then we have a maximum time period of 8 weeks in which to provide you with our final response. If for any reason we have not completed our investigation by that time, then we would explain why that was.

If we fail to issue a final response by the 8 weeks’ time limit, then you may be able to take your complaint to the Financial Ombudsman Service (FOS) relevant to that regulated activity. We will give you their details further down in this web page.

If we provide you with our final response within the 8 week period and you are dissatisfied with that response, then you may be able to take your complaint to the FOS.

So what are the regulated activities?

If part of our service to you was to refer you to a Solicitor because you had suffered a personal injury during the accident and wanted to claim for that injury, then that regulated activity is Regulated by the FCA. The ombudsman for that industry area is the FOS.

How would I get in contact with the ombudsman?

The Financial Ombudsman Service

Postal Address
Exchange Tower
E14 9SR
020 7964 1000
020 7964 1001

You will need to have sent your complaint to use first. We will either have taken longer than 8 weeks to send you our final response, or when we sent you our final response you were not satisfied with that response.

You must contact the Financial Ombudsman within 6 months of the date shown on our final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Accidents Happen is a trading name of Accidents Happen Assistance Limited, a company registered in England and Wales with company number 3848353 and its registered office is at Acre House, 11-15 William Road, London, NW1 3ER.

Accidents Happen Assistance Limited is a member of the WNS Global Services (UK) Limited group.

Accidents Happen is regulated by the Financial Conduct Authority in respect of regulated claims management activities. You can check this out on the FCA which can be found here and check under our reference which is 834693.

Click here for general enquiries and contact information