If you have a complaint
At Accident Exchange, we place our customers at the centre of everything we do and we work hard to provide you with the best possible service. However, if at any time you are unhappy with the service you have received from us, please let us know. We will do everything we can to put things right.
Your feedback gives us the chance to put things right and improve our service to you and our future customers.
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Contact Us
By telephone: 08700 116 720
It is helpful if you have your claim number or any
relevant paperwork to hand when calling us.
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By Email
axcomplaints@accidentexchange.com
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Via this website
Please complete the form on the Contact Us page.
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In Writing
The Complaints Manager
Accident Exchange Ltd.
Alpha One, Canton Lane
Hams Hall
Coleshill
B46 1GA
You can also fax your letter to us on 08700 116 725
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How long will it take for my complaint to be dealt with?
We will do all we can to resolve your complaint by the end of the next business day. If we can’t do this, we will write to you within 5 working days to tell you what we’ve done to resolve the problem or acknowledge your complaint and let you know when you can expect a full response.
We will also let you know the name and contact details of the person or team dealing with your complaint and provide you with a copy of our Complaints Procedure.
Any complaints not resolved by the end of the next business day will be handled in accordance with our Company Complaints Procedure.
What assurances do I have that my complaint will be handled appropriately?
Our Complaints Procedure meets the requirements of both the Financial Services Authority (FSA) and the Ministry of Justice (MOJ).
Financial Ombudsman Service
If we haven’t issued our final response within eight weeks from the date you first raised your complaint or you’re dissatisfied with our final response, you can ask the Financial Ombudsman Service for an independent review.
The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we will do all we can to help.
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Complaints Procedure
Click here for a copy of our Company Complaints Procedure.
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