Vehicle Assist Regulatory

Regulatory

Claims Management Services Regulations Complaints Handling Scheme

In the unlikely event that you have a claim in respect of a claims management service that Vehicle Assist Ltd has provided and that is regulated under the Compensation Act 2006*, the following Complaints Procedure shall be followed:
1. 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 and that is regulated under the Compensation Act 2006.

2. 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.

3. 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 the authority to settle the complaint.

4. Within four weeks of receiving a complaint, we will send you either:

a) a final response which adequately addresses the complaint; or

b) 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.

5. Within eight weeks of receiving a complaint we will send you either:

a) a final response which adequately addresses the complaint; or

b) a response which: i 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; and ii informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

6. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

7. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –

Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
info@claimsregulation.gov.uk
Tel: 0845 4506858

8. The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.

* Please note that in relation to Vehicle Assists`s business, it is only the referral of personal injury claims which constitutes a regulated claims management service under the Compensation Act 06.

Client Testimonials:

‘the organisation of car hire was much better than my insurance company – I would definitely recommend you to anyone involved in a car accident.’

‘very satisfied with all aspects of my claim’

‘thank you for all the work that you have put into my claim. You have made it so simple and straightforward for me’.

‘everything was very satisfying. I was really impressed with your services’

‘all in all very professional – congratulations’

‘I would be very happy to use you again and to recommend you to anyone else’.

‘I was very happy with your services and would like to say a big thank you to all of you’

‘I thought you were extremely helpful and professional, you kept me up to date about everything that was happening and gave me honest information all along.’

‘everything was carried out promptly and effectively’

‘thank you for all your help with both of our claims, and for dealing with them so quickly – you’ve been brilliant!’

‘I would definitely recommend your services.’

‘your service was excellent, the person or persons dealing with my claim was very helpful and efficient – many thanks.’

‘I would definitely use your services again’.

‘outstanding!’

‘thanks for a helpful and speedy service.’

‘I would definitely recommend you to others.’

‘very nice people to deal with.’

‘thanks to one and all for looking after me.’

‘I would recommend you because of the excellent service’.

‘your service was absolutely brilliant – thank you very much.’

‘your service was 100% professional.’

‘you would be my first choice every time – thank you.’

‘thanks to all the team at Vehicle Assist’.

‘I thought your services were excellent and would recommend you in the future.’

‘I am extremely grateful for all your efforts on my behalf.’

‘the service was first class.’

‘thanks for all your help in resloving this matter so quickly.’

‘excellent service and very cheerful.’

‘very friendly and helpful.’

‘thank you for all your help and for getting a great result for us – you are the best.’

‘I was originally not going to make a claim because of all the hassle – your company took all this away which made it appear very easy.’

‘you were all very approachable.’

‘matters were concluded much more quickly than I expected.’

‘I would recommend you without hesitation.’

‘keep up the good work.’

‘everything was outstanding and first class.’

‘everything was done efficiently – excellent service.’

‘you are doing a great job - I would definitely recommend your services to others.’

‘I think that you have well researched the needs of the claimant and have covered all eventualities. I would definitely recommend you to others.’

‘first class service – well done all.’

‘many thanks for drawing this to a satisfactory conclusion.’

‘very quick, thoughtful and efficient.’

‘I was very impressed with the way my claim was dealt with.’

‘may I take this opportunity to thank you for your patience, understanding and hard work in dealing with our claims. We are all grateful for the professional way in which everything was conducted. Thank you once again.’

‘I found the service you gave to me was first class.’

‘the help I received was outstanding.’

‘I am impressed by the speed of developments.’

‘I will certainly use your services and recommend you to anyone in the future.’

‘you cannot improve on the way that you handled my case.’

‘excellent, very quick and efficient.’

‘very professional – quicker than I expected.’

‘you were exceptionally patient in explaining everything to me throughout. I would have no hesitation in recommending you to others.’

‘I am very pleased with the service I got from you all. Thank you.’

‘everything was clear and concise and contact was always up to date.’

‘excellent and very efficient.’

‘I was very impressed by the speed of the settlement.’

‘very quick and easy to deal with. Thank you.’

‘really excellent, friendly and helpful service.’

‘everything was dealt with every quickly and efficiently.’

‘Thank you for all your help. You made my claim easy and I will not forget.’

‘your service was very professional, courteous. Excellent from the day of the accident.’

‘Very satisfactory.’

‘The service was excellent and very helpful.’

‘when you have an injury it is very hard to cope but I felt you did all the work for me and I thank you.’

‘A superb service throughout. Many thanks. I would have no hesitation in recommending you to others.’

‘I think your service is 100% satisfactory’.

‘I would without a doubt use your services again – you took care of everything perfectly. Thank you. X’.

‘Always very pleasant and helpful. Everything was made very clear. I will certainly recommend you.’

‘Your services was the best I have had. Thank you for all your help.’

‘I was very pleased with the service from the very first day. You made it very easy for me.’

‘Best service around.’

‘Thank you for taking the worry and the stress out of a very difficult situation I found myself in.’

‘Brilliant service – explained everything.’

‘I would like to express my deepest thanks in how you handled my case. I could not have asked for a better service. As far as I am concerned everything went as smoothly as it possibly could… and such a gentleman I might add.’

‘the service was top notch.’

‘Excellent service - your card will always be carried.’

‘Superb in all departments’.