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
Email: [email protected]
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 www.fca.org.uk/consumers/how-complain

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      How much could your claim be worth?

      Select the injury to know the compensation amount.
      • Neck & Back Injuries
        • Neck Injuries

          £2,450 to £7,890

          Where a full recovery takes place within a period of about one to two years.

        • Neck Injuries

          £24,990 to £38,490

          Injuries such as fractures or dislocations which cause severe immediate symptoms and which may necessitate spinal fusion.

        • Neck Injuries

          £45,470 to £148,330

          Neck injury associated with incomplete paraplegia or resulting in permanent spastic quadriparesis.

        • Back Injury

          £7,890 to £12,510

          Where a full recovery or a recovery to nuisance level takes place without surgery within about two to five years.

        • Back Injury

          £12,510 to £27,760

          Many frequently encountered injuries to the back such as disturbance of ligaments and muscles giving rise to backache, soft tissue injuries resulting in a prolonged acceleration and / or exacerbation of a pre-existing back condition.

        • Back Injury

          £91,090 to £160,980

          Cases of the most severe injury involving damage to the spinal cord and nerve roots, leading to a combination of very serious consequences not normally found in cases of back injury.

      • Head Injuries
        • Brain or Head Injury

          £2,210 to £12,770

          In these cases brain damage, if any, will have been minimal. The bottom of the bracket will reflect full recovery within a few weeks.

        • Brain Damage

          £43,060 to £219,0700

          This category is distinguished from the moderately severe category by the fact that the degree of dependence is markedly lower.

        • Brain Damage

          £219,070 to £282,010

          The insured person will be very seriously disabled. There will be substantial dependence on others and a need for constant professional and other care.

        • Brain Damage

          £282,010 to £403,990

          In cases at the top of this bracket there may be some ability to follow basic commands, recovery of eye opening and return of sleep and waking patterns and postural reflex movement.

      • Shoulder Injuries
        • Shoulder Injury

          £2,450 to £7,890

          Soft tissue injury to your shoulder with considerable pain but almost complete recovery within one to two years.

        • Shoulder Injury

          £7,890 to £12,770

          Frozen shoulder with limitation of movement and discomfort with symptoms persisting for about two years. Also soft tissue injuries with more than minimal symptoms persisting after two years but not permanent. Often associated with neck injuries and involving damage to the brachial plexus resulting in significant disability.

        • Fracture of Clavicle

          £5,150 to £12,240

          The level of the award will depend on extent of fracture, level of disability, residual symptoms, and whether temporary or permanent, and whether union is anatomically displaced.

      • Eye Injuries
        • Eye Injury

          £3,950 to £8,730

          In this bracket fall cases of minor injuries, such as being struck in the eye, exposure to fumes including smoke, or being splashed by liquids, causing initial pain and some temporary interference with vision.

        • Complete Loss of Sight in One Eye

          £49,270 to £54,830

          This award takes account of some risk of sympathetic ophthalmia.

        • Total Loss of One Eye

          £54,830 to £65,710

          The level of the award within the bracket will depend on age, psychiatric consequences, and cosmetic effect.

      • Hearing Loss
        • Partial Hearing Loss and/or Tinnitus

          £7,010 to £45,540

          This category covers the bulk of deafness cases which usually result from exposure to noise at work over a prolonged period.

        • Total Loss of Hearing in One Ear

          £31,310 to £45,540

          Cases will tend towards the higher end of the bracket where there are associated problems, such as tinnitus, dizziness or headaches.

        • Total Deafness

          £90,750 to £109,650

          The lower end of the bracket is appropriate for cases where there is no speech deficit or tinnitus. The higher end is appropriate for cases involving both of these.

      • Facial Injuries
        • Fractures of Nose or Nasal Complex

          £3,950 to £5,100

          (Displaced fracture where recovery is complete but only after surgery.)

        • Fractures of Cheekbones

          £10,200 to £15,780

          Serious Fractures requiring surgery but with lasting consequences such as paraesthesia in the cheeks or the lips or some element of disfigurement.

        • Fractures of Jaws

          £17,960 to £30,490

          Serious fracture with permanent consequences such as difficulty in opening the mouth or with eating or where there is paraesthesia in the area of the jaw.

        • Damage to Teeth

          £8,730 to £11,410

          Loss of or serious damage to several front teeth.

      • Arm Injuries
        • Loss Of One Arm

          Not less than £137,160

          Arm amputated at the shoulder.

        • Arm Injury

          £19,200 to £39,170

          While there will have been significant disabilities, a substantial degree of recovery will have taken place or will be expected.

        • Simple Fractures

          £6,610 to £19,200

          Simple Fractures of the Forearm.

      • Elbow Injuries
        • Elbow Injury

          £39,170 to £54,830

          A Severely Disabling Injury.

        • Elbow Injury

          £15,650 to £32,010

          Injuries causing impairment of function but not involving major surgery or significant disability.

        • Elbow Injury

          Up to £12,590

          Most elbow injuries fall into this category. They comprise simple fractures, tennis elbow syndrome and lacerations; i.e., those injuries which cause no permanent damage and do not result in any permanent impairment of function.

      • Wrist Injuries
        • Wrist Injuries

          £3,530 to £4,740

          Undisplaced or minimal displaced fractures and soft tissue injuries necessitating application of plaster or bandage for a matter of weeks and a full or virtual recovery within up to 12 months or so.

        • Wrist Injuries

          £12,590 to £24,500

          Where these still result in some permanent disability as, for example, a degree of persisting pain and stiffness.

        • Wrist Injuries

          £47,620 to £59,860

          Injuries resulting in complete loss of function in the wrist, for example, where an arthrodesis has been performed.

      • Hand / Finger Injuries
        • Damage to Both Hands

          £55,820 to £84,570

          Such injuries will have given rise to permanent cosmetic disability and significant loss of function.

        • Hand Injury

          £5,720 to £13,280

          Crush injuries, penetrating wounds, soft tissue type and deep lacerations. The top of the bracket would be appropriate where surgery has failed and permanent disability remains. The bottom of the bracket would be appropriate for permanent but non-intrusive symptoms.

        • Hand Injuries

          £12,170 to £18,740

          Total Loss of Index Finger.

        • Hand Injuries

          £35,520 to £54,830

          Loss of Thumb.

      • Hip / Pelvis Injury
        • Hip / Pelvis Injury

          £39,170 to £130,930

          Extensive fractures of the pelvis involving, for example, dislocation of a low back joint and a reputed bladder, or a hip injury resulting in spondylolisthesis of a low back joint with intolerable pain and necessitating spinal fusion.

        • Hip / Pelvis Injury

          £26,590 to £39,170

          Significant injury to the pelvis or hip but any permanent disability is not major and any future risk not great.

        • Hip / Pelvis Injury

          £3,950 to £12,950

          Cases where despite significant injury there is little or no residual disability. Where there has been a complete recovery within two years, the award may but is unlikely to exceed the mid-point in the range.

      • Leg Injuries
        • Above-Knee Amputation of One Leg

          £104,830 to £137,470

          The award will depend upon such factors as the level of the amputation; the severity of any phantom pains; associated psychological problems; the success of any prosthetics; any side effects such as backache and the risk of developing osteoarthritis in the remaining joints of both lower limbs or in the hips and spine.

        • Leg Injury

          £39,200 to £54,830

          Serious compound or comminuted fractures or injuries to joints or ligaments resulting in instability, prolonged treatment, a lengthy period of non-weight-bearing, the near certainty that arthritis will ensue; extensive scarring. To justify an award within this bracket a combination of such features will generally be necessary.

        • Leg Injury

          £17,960 to £27,760

          Fractures from which an incomplete recovery is made or serious soft tissue injuries.

        • Leg Injuries

          £9,110 to £14,080

          Simple fracture of a femur with no damage to articular surfaces.

      • Knee Injuries
        • Knee Injury

          £26,190 to £96,210

          Serious knee injury where there has been disruption of the joint, the development of ostearthristis, gross ligamentous damage, lengthy treatment, considerable pain and loss of function, an arthroplasty or arthrodesis has taken place or is inevitable.

        • Knee Injury

          £14,840 to £26,190

          Injuries involving dislocation, torn cartilage or meniscus which results in minor instability, wasting, weakness, or other mild future disability.

      • Ankle Injuries
        • Ankle Injury

          £31,310 to £50,060

          Injuries necessitating and extensive period of treatment and/or a lengthy period in plaster or where pins and plates have been inserted and there is significant residual disability in the form of ankle instability and severely limited ability to walk.

        • Ankle Injury

          £13,740 to £26,590

          Fractures, ligamentous tears and the like which give rise to less serious disabilities such as difficulty in walking on uneven ground, difficulty standing or walking for long periods of time, awkwardness on stairs, irritation from metal plates and residual scarring.

        • Ankle Injury

          Up to £13,740

          The less serious, minor or undisplaced fractures, sprains and ligamentous injuries.

      • Toe Injuries
        • Toe Injury

          In the region of £31,310

          Amputation of the Great Toe.

        • Toe Injuries

          Up to £9,600

          These injuries include relatively straight forward fractures or the exacerbation of a pre-existing degenerative condition or laceration injuries to one or more toes.

      • Hair Damage
        • Hair / Scalp Injuries

          £7,340 to £11,020

          Damage to hair in consequence of defective permanent waving, tinting, or the like, where the effects are dermatitis, eczema or tingling or 'burning' of the scalp causing dry, brittle hair, which breaks off and/or falls out, leading to distress, depression, embarrassment and loss of confidence, and inhibitating social life

        • Hair / Scalp Injuries

          Up to £9,600

          Less serious versions of the above where symptoms are fewer or only of a minor character; also, cases where hair has been pulled out leaving bald patches.

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              Fill in your details below to start a claim – with no obligation!

              Or simply call us now on freephone

              0800 0511 511

                Let's get started

                Fill in your details below to start your claim – with no obligation

                Or if you would like to speak with our friendly
                advisors right now – simply call

                0800 0511 511

                  Let's get started

                  Fill in your details below to start your claim – with no obligation

                  Or if you would like to speak with our friendly
                  advisors right now – simply call

                  0800 0511 511

                    Are you entitled to compensation?

                    Fill in your details below for free advice – with no obligation

                    Or simply call us now on freephone

                    0800 0511 511