Services Offered

Our service priority is to the taxi industry, which means that we must ensure that the driver is assisted

throughout the claim. We understand what is involved not only within the claims process (as we only

deal with taxi accidents and drivers) but also with the daily working lives of drivers and operators.

So to ensure the highest level of service, we offer:

• Replacement “plated vehicles” whenever it is required and reasonable to do so
• A help-line for accident queries
• Repairs arranged at a garage of the owners choice
• Assistance with compensation for personal injuries with No Cost, win or lose

Customer Service

To make certain that the client’s needs are continually fulfilled to the highest of standards, Dunning Wood Associates:

• Designate a contact and team member to maintain/develop a good working relationship between all parties involved
• Assure contact is efficient with calls & faxes being made/returned quickly and only as necessary to the claim
• Ensure the any feedback provided is taken seriously and action taken where necessary

Complaints

Dunning Wood Associates are committed to ensuring the best level of service to its clients and others who have contact with the organisation.  

This policy extends to handling complaints.

All staff are provided with guidance about how to deal with complaints to ensure consistency and compliance with the procedure.

Our intention is to provide a service which is easy to use and which hopefully will provide early and satisfactory conclusions to most complaints raised.

Who to Contact

In the first instance you should raise any complaint or expression of dissatisfaction with the person you have been dealing with.

If you wish to discuss our complaints procedure, rather than reporting a specific complaint please contact the Claims Office Manager.

The person with overall responsibility for handling complains iis the Claims Office Manager

Complaints Procedure

All clients are advised in writing at the outset of our complaint procedure to whom their complaint should be addressed.

What is a formal complaint?

• A verbal or written complaint, irrespective of to whom the complaint is addressed.
• Any Expression of Dissatisfaction' where the complainant bypasses the person they are dealing with and takes the matter to any other member of staff.

NOTE: Anybody can complain and their complaint will be taken seriously and be dealt with in accordance with the procedure.

When a complaint is recorded, the following procedures are adhered to:

Initial Complaint

    The complaint or issues raised, will be acknowledged in writing to the complainant within two working days (or as soon as practically possible) advising him or her that a formal response will be provided in writing within fourteen days, together with the name and status of the person handling the matter.

     The matter will then be investigated by the person dealing with the complaint (usually not the most senior person at this point) as appropriate, and the result notified to the complainant, in writing, within fourteen days, either rejecting or accepting the complaint. If accepting the complaint, where appropriate, offering a solution.

    Complainants are advised who to complain to should they be unhappy with the response received (this would normally be someone more senior)

Further Complaint

If the complainant is dissatisfied with the response from the person dealing with the complaint their further concerns are notified to the Claims Office Manager

    The further complaints or issues will be acknowledged in writing to the complainant within two working days (or as soon as practically possible) advising him or her that the Claims Office Manager will provide a formal response in writing within fourteen days.

     The Claims Office Manager will then investigate the matter and the result will be notified to the complainant within fourteen days. The response will indicate if the complaint is rejected or accepted and if the latter, where appropriate, offer redress. The letter will include information explaining how to refer the matter to the Ministry of Justice, Claims Management Regulation Monitoring & Compliance Unit, PO Box 7284, Burton on Trent, Staffordshire, DE14 9DP. Tel: 0845 450 6858. Fax: 0845 450 6866, Email: info@claimsregulation.gov.uk if the complainant remains dissatisfied.