We always want to provide the best possible service for our customers but recognise that sometimes you might be disappointed with our service. If you are dissatisfied with the services that we have provided to you, you can make a complaint to us. By making a complaint, you’re giving us the opportunity to investigate and improve our services for everybody.
To make a complaint, please contact us using the information provided in this procedure. We’ll then review your complaint and provide you with our response.
How to Make a Complaint
If you wish to make a complaint about our services, you can do so by any reasonable means. To contact us, you can use the following details:
By Phone: 0161 452 0311
By Email: firstname.lastname@example.org
By Mail or in Person: National Injury Claimline Ltd, Craig House, 33 Ballbrook Avenue, West Didsbury, Manchester, M20 3JG.
Information to Provide When Making a Complaint
We aim to resolve your complaint as quickly as possible. To help us do this, please provide the following when making your complaint:
- A description of your concern.
- What you would like us to do to put things right.
- Your name and address.
- A phone number and the best time to contact you.
What Happens When You Make a Complaint
- We will write you to and inform you that your complaint has been received.
- Our Complaint Handler will then review your complaint and may need to contact you to seek additional information or clarifications to ascertain the facts surrounding your complaint. Your concerns will then be fully investigated by our complaint handler.
- Following our investigations, we will issue you a final response letter within 8 weeks of the date that we received your complaint. The final response will explain:
- The outcome of our investigation and whether we agree or disagree with your complaint.
- In certain circumstances we may offer you redress. Redress does not always result in a monetary award.
Where we are unable to provide you with a final response within the 8 weeks following the date that we received your complaint, we send you a written response which will:
- Explain why we are not yet able to provide you with a final response.
- Explain when you can expect to receive a final response.