Complaints Policy

Overview

Providing an excellent level of service to our customers is very important to the team. If we fall short, we want to hear about it.

How to Submit a Complaint

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

Internal Complaint Handling Process

Acknowledgment: We will respond within five working days of receipt with written or email confirmation. We will designate a handler who ideally has not been directly involved in the disputed matter.

Investigation: We aim to provide a final response within four weeks. If we are unable to meet this timeline, we will contact you with an explanation and updated timeline. Extensions can occur in two successive four-week periods.

Final response: Our decision letter will explain whether the complaint was upheld or rejected. Where appropriate, fair compensation for any acts or omissions may be offered. Redress will not always involve financial remedies.

Escalation to the Ombudsman

If you remain dissatisfied after eight weeks or following the internal process, and you are eligible, you may contact:

Claims Management Ombudsman
Exchange Tower, Harbour Exchange
London, E14 9SR
Phone: 0800 023 4567
Online: cmc.financial-ombudsman.org.uk

The Ombudsman will only intervene after all the steps in our Complaints Procedure have been completed.

Time Restrictions

We reserve the right to decline complaints filed more than six months after the incident occurred, though discretionary waivers may apply.