While we hope you do not have any reason to complain, if there are any problems that cannot be resolved informally, Accident Management Advice Ltd is regulated by the Claims Management Regulator and one element of that regulation is that we must supply a complaints handling in writing to you.

We will accept complaints by:

1. Letter;
2. Email;
3. Telephone or;
4. In person;

Once we have received your complaint we will:

1. Identify receipt of a complaint;
2. Give notice to you that the complaint has been received;
3. Confirm that the complaint will be investigated and that;
4. It will result in you receiving a substantive responsive;

Additionally we will

1. Notify you of your right to refer any complaint to the Claims Management Regulator if you are dissatisfied with our internal complaints handling procedure

Accident Management Advice Ltd 's Complaints Officer (who will manage the handling of your complaint) is:

• Michelle Beggs who can be contacted at
• Accident Management Advice Ltd, Devonshire House, Manor Way, Borehamwood, Herts. WD61QQ
• mbeggs@accidentma.com
• 0208 731 4310

Any complaint

• Must be made within 6 months of the cause of the complaint arising;
• Will be acknowledged by Accident Management Advice Ltd within 5 working days; and
• Within 4 weeks we will aim to have offered either;

1. A final response; or
2. A holding response ( with a further substantive response within 8 weeks from the initial receipt of complaint).

In any event within 8 weeks of receipt of the initial complaint:

1. There must a final response; or
2. An explanation for the delay and an indication of when a substantive response can be expected; and
3. Confirmation that the complainant can refer the matter to the Claims Management Regulator if you are dissatisfied with the delay.

Redress

• This must be offered where appropriate;
• Redress will not necessarily be financial compensation - it could be an apology or an offer to redo any work where possible.

The complaints handling procedure will be complete when:-

Accident Management Advice Ltd have delivered a final response to you and you have been told of your right to refer it to the Claims Management Regulator. At that time full contact details of the claims management regulator will be supplied to you

Accident Management Advice Ltd will keep a full record of all complaints