Accidents Direct

Accidents Direct Complaints Procedure

Accidents Direct is a trading style of AD Legal Services Limited. AD Legal Services Ltd are authorised and regulated by the Ministry of Justice (MOJ). In most cases a complaint can be dealt with within 24 hours, if not, the complaint will be subject to the below procedures:

1. It is the aim of AD Legal Services Ltd to resolve any complaint fairly and quickly
2. A complaint may be received in writing, by telephone, in person, verbally or by email.
3. A complaint received by any means will be acknowledged in writing to the complainant within 5 business days of receipt.
4. The details of each individual complaint will be recorded in a Complaints Log.
5. AD Legal Services Ltd will within four weeks of receiving the complaint send the complainant either a final response or a holding response.
6. AD Legal Services Ltd will within eight weeks send the complainant a final response.
7. The final response will include details of how the complainant may refer the complaint to the Claims Management Regulator if he is dissatisfied.
8. All records of complaints will be retained for at least 3 years.