Injuries Direct Complaints handling Procedure

It is the intention of Injuries Direct to ensure that any expression of dissatisfaction, from or on behalf of a complainant, whether oral or written and whether justified or not, is handled fairly, effectively and promptly and resolved at the earliest opportunity.

Our complaint handling procedure is designed to provide for:

1.       Receiving complaints by either letter, telephone, e-mail or face to face
2.       Responding to complaints
3.       The appropriate investigation of complaints
4.       Notifying complainants of their right to go to The Claims Regulator where applicable

Our complaint handling procedure will also make provision for:

1.    Complaints to be investigated by an employee of sufficient competence who, where appropriate, was not directly involved in the matter which is the subject of the complaint.
2.       The person responding to the complaint will have the authority to settle complaints or have ready access to someone who has the necessary authority.
3.       The person responding to the complaint will adequately address the subject matter of the complaint and, where a complaint is upheld, offer appropriate redress.

Complaints should be addressed as follows:

Kim Fenton – Operations Manager
Injuries Direct
St George Chambers
St George Place
Macclesfield
Cheshire
SK11 8BT

Telephone 01625 667100
Facsimile 01625  667212
E-mail: kim.fenton@injuriesdirect.com