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:

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

Our complaint handling procedure will also make provision for:

  • 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.
  • The person responding to the complaint will have the authority to settle complaints or have ready access to someone who has the necessary authority.
  • 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:

Nicola Harrison
Injuries Direct
St George Chambers
St George’s Place
SK11 8BT

Telephone: 01625 667 178

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