OUR COMPLAINTS PROCEDURE

We believe in the fact that the growth of a company is guaranteed if we take words from our respected clients seriously and work on their complaints with open mind and heart. Though SHC Accident Helpline Ltd. is known in the market for the customer centricity and standards of services being provided to them, yet feedback from our customers help us in maintaining our standards and improving them further.

We are open to customer feedback or reviews in any mode of communication, such as emails, calls or even in-person meeting. We are aware that not everyone can express their concerns in person,

that’s why we are open to hear your complaints over the phone or in writing or in any other way you might feel comfortable.Complaints should be referred to the Director under the following details:

Raheel A Rathore –Director

SHC Accident Helpline Ltd.

1st Floor, Media House. Kingsbury Works, Kingsbury Road, The Hyde. London. NW9 8UP.

Tel: 0330 999 0 111. 0208 629 7070. Contact@shcah.co.uk.

Your feedback is welcomed any time of the year however If you have a complaint to register than we have the right to decline considering it if the complaint is made after more than six months you were aware of an issue or got to know about some problem in our working.

There are special cases where we can still waive off 6 months rule depending upon the importance of the matter in debate, in such cases we inform customers in writing that despite the matter is more than 6 months old, we have decided to consider it.

You will get an acknowledgement of the receipt of the complaint within 5 business day. After which we will identify a person who has never involved the subjected complaint matter and who will be responsible to further look into the details of complaints and issue a response against the complaint.

After the acknowledgement, within four weeks of receiving a complaint, you will get either:

– A detailed response which addressed the matter to a satisfactory level.

– A holding response, which is sent if a complaint is not resolved and we intimate you that we will contact you for further steps.

In a time span of a maximum of 8 weeks, you should get:

  1. A final response
  2. A response that explains that we cannot give a final response at this stage (along with the time frame when we can respond) or, information regarding your right to refer to your complaint to the Financial Ombudsman;
  3. Phone: 0300 123 9123 between 08.00 and 20.00 add this: Mon- Fri and 09:00 – 13:00 Sat
  4. Email; Online, complaint form
  5. Post: Exchange Tower, Harbour Exchange, London, E14 9SR
  6. Web: www.financial-ombudsman.org.uk/contact

The Legal Ombudsman Service has authority to hear a complaint from past 6 years when the client became aware of the complaint. That time period mentioned here can be extended but only if Legal Ombudsman Service feels it’s needed.

If Legal Ombudsman Service declares that the fault seems to be on appointed solicitor’s side then you will be referred back to the firm and the complaint is more properly dealt under the firm’s procedures of complaint handling.

The director of the SHC Accident Helpline Ltd. has a very keep approach when it comes to the interest in customer satisfaction and always advise the team to offer the customer the best resolution to their complaints. The team at SHC Accident Helpline Ltd. takes appropriate measures to resolve each complaint in the best possible manner.

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