Complaints Procedure

At Scottish Accident, we are committed to providing an excellent service to every client. We take pride in handling claims fairly, promptly, and professionally. However, we recognise that things can sometimes go wrong, and when they do, we want to know about it so we can put it right.

This document sets out how we handle complaints in line with the rules of the Financial Conduct Authority (FCA), specifically the Dispute Resolution: Complaints sourcebook (DISP).

A complaint is any expression of dissatisfaction about our services, whether made orally or in writing, and whether or not we consider it to be justified.

This includes, but is not limited to, dissatisfaction about:

• The way we have handled your claim
• Delays in progressing your claim
• The quality of service you have received
• How we have communicated with you
• Any aspect of our conduct or the conduct of our staff
• How we have handled your personal data

You do not need to use the word “complaint” for us to treat your concerns as one. If you express dissatisfaction, we will handle it under this procedure.

When making a complaint, it helps if you can provide your name and contact details, your claim reference number (if applicable), a clear description of what went wrong, and what you would like us to do to put it right. However, please do not let a lack of information stop you from getting in touch.

We take complaints seriously and aim to resolve them as quickly as possible.

• Summary resolution (within 3 business days): If we resolve your complaint within 3 business days, we will send you a brief written confirmation of the resolution and inform you of your right to refer the matter to the Financial Ombudsman Service.
• Target resolution: We aim to resolve all complaints within 4 weeks of receipt.
• Maximum timescale (8 weeks): Under FCA rules, we must send you a final response within 8 weeks. If we cannot resolve your complaint within 8 weeks, we will write to you explaining why, when we expect to provide a final response, and your right to refer to the Financial Ombudsman Service.

When we have completed our investigation, we will send you a written final response including:

• A summary of your complaint and our understanding of the issues
• Our investigation findings
• The outcome - whether we uphold your complaint in full, in part, or not at all, with clear reasons
• Any redress offered - which may include an apology, corrective action, or financial redress
• Your right to refer to the Financial Ombudsman Service with their contact details and the 6-month time limit

If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service set up by law to resolve disputes between consumers and financial services firms.

Important: You must refer your complaint to the Financial Ombudsman Service within 6 months of the date of our final response. If you refer after this deadline, the Ombudsman may not be able to consider it unless there are exceptional circumstances.

If you have any questions about this procedure, please contact us:

Scottish Accident is a trading name of SA Group Scotland Ltd (SC520331). Authorised and regulated by the Financial Conduct Authority (FRN 836473).