If you are unhappy with any aspect of our service and wish to complain you can do so by any reasonable means (i.e. letter, telephone, fax, e-mail or in person).
Complaints by post should be sent to Howard Douglas or faxed to 0208 884 9211 or e-mailed to howard@vehicle-accident-managers.co.uk. If you wish to complain in person please telephone our office and ask to speak to Howard Douglas who can arrange a mutually convenient appointment.

Your complaint will be investigated by Howard Douglas DSA ADI (Car) who is competent to deal with the matter and who has the authority to settle complaints (including the offering for redress where appropriate) and the experience and knowledge to adequately deal with the subject matter of the complaint.

i. Any complaint made more than six months after the complainant became aware of the complaint is likely to be declined under the provisions of the Ministry of Justice Complaints Handling Rules 2006.

ii. Upon receipt of the complaint a written or electronic acknowledgement will be sent to you within five business days of receipt giving the name of the individual and job title dealing with the complaint and details of our complaints internal handling procedure will be sent to the complainant.

iii. Upon receipt of the complaint the investigator will first ask for the comments of our staff members with whom you dealt and if necessary ask you for your comments on the answers given.iv. If your complaint is accepted in full at that stage we will let you know what we consider is appropriate redress.

v. If we pass back our staff members comments to you and you reply, the investigator will consider all the facts of the case including any documentation available. A final response will be sent to you within four weeks of receiving a complaint or a holding response explaining why a final response cannot be given. A final response will be provided following a holding response no later than eight weeks of receiving the complaint.

In the unlikely event a final response cannot be provided within eight weeks the response at that stage will explain why a final response cannot be provided and give reasons for the further delay and indicate when the final response will be provided. You will be informed at that stage that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the response.

vi. If you are dissatisfied with our investigator’s conclusions you may ask him/her to review especially if you feel he/she has overlooked something or there is new material to look at.

vii. We will always do our best to reach a fair result and rectify where possible any error. If, however, you feel despite our efforts, you have not been properly treated you have the absolute right to complain to the Industry Regulator at Ministry of Justice, Selborne House, 54 Victoria Street, London, SW1E 6QW, telephone 020 7210 8381 or email on info@claimsregulation.gov.uk

Vehicle Accident Managers Ministry of Justice Authorisation number is CRM 9460