We strive to ensure that there should be no time that you should have any cause for complaint in relation to the service we provide to you. In the unlikely event that you wish to raise a complaint or have any other concerns with regard to the service we have provide you may submit a formal complaint. This procedure sets out the process which should be followed.
Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided. You should address your complaint to The Complaints Department.
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.
We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
Within four weeks of receiving a complaint, we will send you either:
- A final response which adequately addresses the complaint; or
- A holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
With eight weeks of receiving a complaint we will send you either:
- A final response which adequately addresses the complaint; or
- A response which:
- Explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response.
For Complaint, Contact us on
PM Accident Assist
72 Boston Road
Leicester
Leicestershire
LE4 1HB
Telephone: 0116 444 3786