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Complaints Policy

Complaints Policy

Providing an excellent level of service to our customers is very important to the team at AccidentClaimsDepartment.co.uk.

If you are unsatisfied or have any concerns about the way in which we have handled your customer experience, please let us know. We will try to resolve the matter to your satisfaction as soon as we can.

If you remain unhappy then you can make a formal complaint.
Our internal complaints procedure is designed to deal with your complaint quickly, fairly and efficiently.

How to complain By Letter:
Apollo Claims Ltd trading as Accident Claims Department, 16 Bury New Road, Manchester, M8 8EL.

By Email
info@accidentclaimsdepartment.co.uk

By Phone
0161 804 7609

Acknowledging your complaint
We will send you an acknowledgment, either in writing or by e-mail, within five working days of receipt.

We will confirm the person who will be handling your complaint. Wherever possible, that person will not have been directly involved in the matter, which is the subject of your complaint, and will have the authority to settle the complaint.

Investigating your complaint
We will fully investigate your complaint and aim to issue our final response to you within four weeks. If we are unable to send you a final response within four weeks, we will contact you giving reasons. We will then strive to issue our final response within the next four weeks. If, after that further four week period, we are still not in a position to issue our final response, we will write to you giving reasons for the further delay and indicating when we expect to be able to provide a final response. If you are unhappy with the delay, then you will be able to refer the handling of your complaint to the Claims Management Regulator.

Our decision
Our final response will explain the reasons why we have upheld or rejected your complaint.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Please note that appropriate redress will not always involve financial redress.

If we do not hear from you within 14 days of issuing our final response, we will assume that you are satisfied with the outcome.

If you remain unhappy
If you are unhappy with our final response, or if your complaint is not resolved after eight weeks, and if it is an eligible complaint, you may refer the matter to the Claims Management Ombudsman, a Financial Ombudsman Service:

In writing: Claims Management Ombudsman, Exchange Tower, Harbour Exchange, London, E14 9SR
By Phone: 0800 023 4567
Online: https://cmc.financial-ombudsman.org.uk/contact-us/complain-online
How to Complain:

Please note the Claims Management Ombudsman will only intervene after all the steps in our Complaints Procedure, as detailed above, have been completed. The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, it cannot determine a complaint or award compensation.
Finally, we reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

16 Bury New Road,
Manchester,
M8 8EL

The Accident Claims Department is your one-stop partner for all automotive affairs.

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Important:

Vehicle Recovery, Credit Hire and Vehicle Repairs are non-regulated activities. Any agreement is between you and the car hire company we recommend you to and the agreement is subject to less than 90 day terms. Please review any agreements thoroughly before signing or accepting services with our panel of car hire companies. This does not affect any of your statutory rights and if you have any complaints you can make a complaint to us, or to the credit hire panel. Please see our complaints page.

If you identify as a vulnerable customer, please contact us using the contact details above and let us know what additional assistance you require. We are happy to assist you at all stages.

Important Information

Accident Claims Department is a trading style of Apollo Claims Ltd. We do not offer legal advice, credit hire or vehicle services of any kind. Our panel of car hire companies provide the service and we are paid a recommendation fee by the companies we recommend you to for each successful introduction. This has no impact on the service you receive with them. Any car hire company we recommend you to is an independent professional from whom you will receive impartial and confidential advice/services from. You are under no obligation to use their services.

You do not need to use a claims management company to make a claim for your vehicle. You can pursue this via your own insurance company or the other parties, or alternatively seek services elsewhere with a credit hire provider of your own choice.

Accident Claims Department is a trading style of Apollo Claims Ltd. Apollo Claims Ltd is a limited Company registered in England and Wales under registration number 05691765 and whose registered office address is at 16 Bury New Road, Manchester, M8 8EL. Authorised and Regulated by the Financial Conduct Authority in respect of claims management activities. FCA reference number: 838489.