Complaints Procedure
We aim to provide every customer with a first-class service. If something has gone wrong, we want to know about it so we can put it right. This page explains how to make a complaint and what you can expect from us.
How to make a complaint
The quickest way to raise a complaint is to call or message us on 07444 141 405 (phone or WhatsApp). Our team will listen to your concerns and try to resolve them straight away wherever possible.
If you would prefer to put your complaint in writing, or your complaint isn't resolved over the phone, you can contact us by:
- Email: admin@simplyaccidentmanagement.co.uk
- Post: Simply Accident Management Limited, Kavilla, 24 Royal Crest Avenue, London E16 2TD
To help us deal with your complaint as quickly as possible, please include your name, contact details, your claim or enquiry reference if you have one, and a description of what went wrong.
What happens next
When you make a complaint, we will:
- Acknowledge it within 5 working days of receiving it.
- Look into your complaint fully and fairly.
- Keep you updated on our progress if we need more time to investigate.
- Provide a full response within 8 weeks of receiving your complaint.
Most complaints are resolved well before this, but the 8-week period allows time for anything that needs a more detailed investigation.
If you're still not satisfied
We hope to resolve every complaint to your satisfaction. If you remain unhappy with our final response, you may be able to refer your complaint to an appropriate external body depending on the nature of your claim. Where this applies, we will tell you who to contact in our final response.
Complaints about your data
If your complaint is about how we have handled your personal information, you also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk. We would, however, appreciate the chance to resolve your concerns first.