City Accident Response (2002) Ltd

City Accident Response (2002) Ltd are committed on providing the highest level of customer care to their clients and work providers in the management of accident claims. If you have a complaint about any aspect of our service, please follow our Complaints Procedure in an effort to resolve your grievance:

Complaints Procedure:

Please contact us initially with your grievance at the earliest opportunity either by phone, fax, email, post or in person. You can find all our correspondence details on the Contact Us page of our website.

• We will acknowledge receipt within 24 hours of receiving your complaint and advise you of the name of the senior member of staff dealing with the complaint who will be independent from the cause of the complaint.
• Within 24 hours of your complaint being registered we will record full details of your grievance onto our system and open up an internal file for all communications regarding the issue.
• You will receive a detailed written response back within 5 working days of the complaint being registered.
• Within 4 weeks of receiving a complaint, you will receive either:
  • A final response; or
  • A holding response, which explains why your complaint is not yet in a position to be resolved.
• If your complaint has still not been resolved within 4 weeks of receipt, by the end of 8 weeks, you will receive either:
  • A final response; or
  • A response which explains that we are still not in a position to make a final response, providing full details of the reasons for further delay and an indication as to when you should expect to receive a final response;
  • At this point, you will be advised that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay. We will provide all the relevant contact information for the Claims Management Regulator – Monitoring & Compliance Unit, 57 – 60 High Street, Burton on Trent, Staffordshire, DE14 1JS.
• If it is concluded that redress is appropriate for your complaint, we will ensure that you receive fair compensation for any acts of omission for which we are responsible. Please note that appropriate redress will not always involve financial compensation. It may, for instance, involve an apology, and/or an offer to redo the work. Where financial redress is deemed appropriate, it may include a reasonable rate of interest. We will always aim to seek your agreement that the proposed compensation is fair and appropriate.
• All complaints handled under these rules will be recorded and kept on file for a minimum of 3 years.

News Letter Sign Up

Sign up to our newsletter and receive the latest news and offers - click here.