Complaints

Here at Accident Line Direct we are committed to giving the best possible service to our customers.  We wish to resolve any queries quickly and satisfactorily.

If for any reason your experience with us has been less than satisfactory we urge you to let us know. We take all feedback and comments on board whether positive or negative as well as promising to address any complaints you may have within a set timescale and process. We will always attempt to utilise this feedback and where possible review and improve those services.

Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure. This procedure is designed to resolve our clients’ concerns quickly and efficiently.

If you are unhappy or have any concerns, then please contact us.

How to make a complaint

Step one: Notify Us

You can make a complaint or provide feedback in a number of ways but in order to start the process we would need to be notified through one of the following channels:

Email us: info@accidentlinedirect.co.uk

Call us:  08000 106 025 or click here to request a call back and we will call you.  

Write to us or visit us in person:

Accident Line Direct Customer Services Department

3 Axis Court
Mallard Way, Swansea SA7 0AJ

Please Note: Our offices are open 10:00am and 7:00pm Monday – Friday.


Step two: Acknowledgement

You will receive a written or electronic (email) acknowledgment of your complaint within five working days.

Step three: Outcome

Within eight weeks of receiving the complaint we promise to have completed one of the following which you will receive confirmation of in writing;

  1. A concluding response which sufficiently addresses your complaint.
  2. A holding response clarifying reasons why we had been unable to provide a final response and information around the factors that contributed to said delay.
  3. A letter confirming that your complaint needs to be forwarded to the Legal Ombudsman to proceed further with corresponding contact details for you to contact them.

If the decision is made that redress is appropriate, we will provide you with fair compensation equivalent to the level of any acts or omissions for which we agree are responsible. Once the offer of redress has been accepted officially by the complainant (you) it will be processed. It’s important to note that appropriate redress will not always involve financial redress.

If we do not hear from you within 14 days of receiving our final response we will assume that your complaint has been resolved.


What to do if you are not satisfied with our response.

If you are not satisfied with our response or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG

Telephone: 0300 555 0333

Email: cmc@legalombudsman.org.uk

The Regulator will only intervene once all steps of the company's 'in house' complaints procedure have been followed. The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. However, the Regulator cannot determine a complaint or award compensation.

We reserve the right not to consider a complaint which is more than six months old. We will confirm to you in writing whether a complaint has been made outside the time limit.