AACH Legal Services LLP specialises in dealing with personal injury claims, for those who have been injured as a result of a road traffic accident that was not their fault.

Combining years’ of experience of helping people who have been involved in road traffic accidents, through the provision of hire vehicles, with expert legal advice and representation, AACH Legal Services LLP (AACH) is designed to meet the specific needs of its customers in an easily accessible way.

Dedicated to securing justice for personal injury claimants and helpingto get them back to where they were before the accident, AACH aims to win rightful, maximum compensation for its clients.

Immediately available without the need to visit a solicitor’s office or deal with ‘middle men’ AACH provides friendly, jargon-free advice in a quick, seamless manner.

The directors of AACH Legal Services LLP have qualified in England and Wales as legal practitioners.

AACH Legal Services LLP is a limited liability partnership between Auto Assist Car Hire Limited and 2020 Legal Limited.  It is registered in England and Wales under number OC378654. Authorised and Regulated by the Solicitors Regulation Authority.

Our VAT registration number is 159 6492 62. A copy of the Solicitors’ Regulation Authority Code of Conduct 2011, setting out the rules of professional conduct, which apply to solicitors, is available on the SRA website. 

You can contact us too: 
Our Registered office is; No 1 Europa House, Conway Street, Birkenhead, Merseyside. CH41 4FT.  Or call 0845 505 0077

Complaints

Complaints process

Our clients generally prefer to make an enquiry or an informal complaint as it often results in their concerns being resolved more quickly, usually by telephone within a few days. If you have any concerns please raise them initially with the person and/or their team who are handling your case. 

If you would like to raise this further or want to talk to someone other than the person dealing with your case, you can contact our Customer Service Team 0844 247 0707 and they will be more than happy to help you resolve your issue. 

If you are still dissatisfied with our response and you would prefer us to conduct a formal investigation, please follow the procedure below.

How to make a formal complaint

If you have a formal complaint, please write to us with the details, addressing your letter to:

Anita Wood
Complaints & Development Officer
No.1 Europa House
Conway Street
Birkenhead
CH41 4FT.

Our complaints procedure must be accessible by all, so if you are unable to detail your complaint in writing or need some assistance in doing so, please contact the Customer Service Team on 0844 247 0707 to discuss alternative ways of communicating with us.

What happens next?

  1. Formal complaints will be recorded in our central register within 24 hours and we'll send you a letter of acknowledgement within two days of us receiving your complaint to let you know that we have received your complaint and are looking into it.
  2. Your complaint will be investigated by the Customer Service Team. We will ask you to provide additional information, if we feel it is necessary, to help us properly investigate your complaint.
  3. Once we have spoken to any relevant parties, examined all relevant files and concluded our investigation, we will send you, within 21 days of acknowledging your complaint, a detailed written response, which will include our suggestions for resolving your complaint.
  1. If you are not satisfied with our response, you can ask us to review our decision. Please let us know which aspects of our response you are not satisfied with and provide any further comments or documents you would like us to consider.
  2. Appeals will be escalated to Tamsyn Haselden, Group HR Director, or Anthony Wilson, Director/Compliance, who will review the decision of the Complaints & Development Officer within 14 days of receiving your request.

NB: If we have to change the timescales above, we will let you know and explain why.

 

Further advice or assistance

Once you have been through all of the stages of the complaints procedure, if you remain dissatisfied, you can appeal to the Legal Ombudsman who will independently investigate complaints of injustice arising from legal services. 

For further information please visit their website at www.legalombudsman.org.uk, call them on 0300 555 0333 or write to them at: 

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Complaints to the Legal Ombudsman must be made within six years of us being unable to resolve a complaint to your satisfaction or three years of you finding out there was a problem with the service your received, otherwise they may refuse to look at your complaint.

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