Complaints procedure

At AX, we place our customers at the centre of everything we do and work hard to provide you with the best possible service. However, if you are unhappy with any aspect of the service you have received from us, please let us know.

We will do everything we can to put things right. To help with this, we have a Complaints Procedure that you can use to make us aware of any problems you’ve had. The investigation into your complaint will be conducted fairly and promptly.

Our Complaints Procedure meets the requirements of the Financial Conduct Authority. The nature of your complaint will depend on which body’s guidelines apply to your complaint, in accordance with the table below. 

Complaints relating to the Legal Expenses Policy

  1. Regardless of whether we receive your complaint by letter, fax, email or telephone:

    1. if your complaint can be resolved within 3 business days of receipt, we will issue you with a communication which explains that (a) you have made a complaint which has been resolved and (b) that if you are subsequently dissatisfied with resolution of the claim, you can refer the matter to the Financial Ombudsman Service (see details below); or

    2. if your complaint cannot be resolved by the end of 3 business days, we will write to you to let you know your complaint has been received.

  2. By the end of eight weeks from receipt of your complaint, we will either:

    1. issue a "final response":

      1. accept your complaint offering redress or remedial action; or

      2. offer redress or remedial action without accepting the complaint; or

      3. reject the complaint giving reasons; or

    2. issue a "written response":

      1. explaining why we are not in a position to make a final response indicating when we expect to be able to provide one; and

      2. informing you that you may now refer the complaint to the Financial Ombudsman Service (see details below);

  3. If (a) more than 8 weeks from the date of your complaint has passed and you haven’t received a final response or (b) you are dissatisfied with the final response you have received (at any stage of the process) you can refer your complaint within 6 months of the date of the final response to:

Call: 0800 023 4 567

The Financial Ombudsman Service 
Exchange Tower, 
E14 9SR

The Compensation (Claims Management Services) Regulations 2006

Accident Exchange Limited, trading as AX, is authorised under the Compensation Act 2006 in respect of claims management services in relation to personal injury claims. If you have a complaint in relation to management of your personal injury claim by Accident Exchange Limited, the following Complaints Procedure shall be followed.

  1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.

  2. 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.

  3. 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.

  4. Within eight weeks of receiving a complaint we will send you either:

    1. a final response which adequately addresses the complaint; or

    2. a response which:

      1. 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

      2. informs you that you may refer the complaint to the Legal Ombudsman if you are dissatisfied with the delay.

  5. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

  6. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint, within 6 months from the date of our final response or the expiry of eight weeks from your complaint, whichever is sooner, to the Legal Ombudsman, whose details are as follows:

Call: 0300 555 0333

Legal Ombudsman 
PO Box 6804,