Complaints Handling Policy

While we hope you do not have any reason to complain, if you’re not completely happy about something we would like to hear about it.

We will accept complaints by:
1. Letter;
2. Email;
3. Telephone or;
4. In person;

Once we have received your complaint we will:
1. Identify receipt of a complaint;
2. Give notice to you that the complaint has been received;
3. Confirm that the complaint will be investigated and that;
4. It will result in you receiving a substantive responsive;

AMA Ltd’s Complaints Officer (who will manage the handling of your complaint) is:
Michelle Beggs on mbeggs@accidentma.com
AMA Ltd, Devonshire House, Manor Way, Borehamwood, Herts. WD61QQ

Any complaint:
1. Must be made within 6 months of the cause of the complaint arising;
2. Will be acknowledged by AMA Ltd within 5 working days; and
3. Within 4 weeks we will aim to have offered either;
(i). A final response; or
(ii). A holding response ( with a further substantive response within 8 weeks from the initial receipt of complaint).

In any event within 8 weeks of receipt of the initial complaint:
1. There must be a final response; or
2. An explanation for the delay and an indication of when a substantive response can be expected; and

Redress:
1. This must be offered where appropriate;
2. Redress will not necessarily be financial compensation – it could be an apology or an offer to redo any work where possible.

The complaints handling procedure will be complete when:

AMA Ltd have shared our findings and final response has been delivered to you.

If you still remain unhappy: