Complaint Procedure

No Cold Calls – Guaranteed!

Accident Compensation Helpline do not make cold calls ever, that’s guaranteed. We are aware that there are fraudulent activities being carried out by people who are making nuisance cold calls that claim to be from Accident Compensation Helpline and other company names similar to ours.

Please be assured that these calls are not being made by our company. Accident Compensation Helpline only call out to enquiries that are entered onto our website. We only wish to receive enquiries from people who are genuinely interested in making a compensation claim.

Our Customer Service

Accident Compensation Helpline is committed to providing the highest level of customer service at all of our clients at all times

However, we recognise that occasionally something can go wrong in the delivery of a service that leaves you dissatisfied. Should this happen we would appreciate being given the opportunity to resolve any problems or difficulties. Our aim will always be to bring such matters to a conclusion promptly and to your entire satisfaction.

What To Do If You Have A Complaint

In the unfortunate event that you have a cause for complaint in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006 then you can contact us in person, write to us, telephone us or e-mail us.

Accident Compensation Helpline Ltd
213 Queens House, Queen Street, Barnstaple, EX32 8HJ
Tel: 0800 0511 511

Our Complaints Procedure

We want the services we provide to you to be problem free. An important part of our customer care policy is that all complaints received about any aspect of our service will be fully investigated.

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. 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.

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:

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 inform you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the delay.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:  The Claims Management Ombudsman Service a Financial Ombudsman Service who can be contacted by calling 0800 111 6768 (freephone) or 0300 500 8082 from the UK, or +44 207 066 1000 from abroad. Or you can email

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