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Complaints Procedure

Last updated: 1 August 2026

We aim to get things right, but if we don't, we want to know. Here's how to raise a complaint and what you can expect from us.

1. What this covers

This procedure covers complaints about the service you received from Irish Accident Injury directly — for example, how your enquiry was handled, how quickly we responded, or how we communicated with you. If your complaint is about a specific panel provider's service (a recovery operator, hire company, repairer, or solicitor), let us know and we'll help you raise it with them, or direct you to their own complaints process, since they are independently responsible for the service they provide.

2. How to make a complaint

You can raise a complaint in whichever way suits you best:

  • Email: info@irishaccidentinjury.co.uk, with "Complaint" in the subject line
  • Phone: 1800 812 400, Monday–Friday 8:00–20:00, Saturday 9:00–17:00
  • Post: Complaints Team, Irish Accident Injury (address to be inserted)
  • Online: Use our contact form and select "Complaint" as the enquiry type

Please include your name, contact details, a description of what happened, and any reference number from your original enquiry, so we can look into it as quickly as possible.

What happens after you complain

  1. We acknowledge your complaint, normally within 2 working days
  2. We investigate, which may include speaking with the team involved and, where relevant, a panel provider
  3. We give you a full written response, normally within 20 working days
  4. If we need more time, we'll explain why and give you a revised timeframe

3. Our investigation

A member of our team who was not directly involved in your original enquiry will review your complaint. We'll look at what happened, whether we followed our own processes correctly, and what we can do to put things right, including an apology, a change to how we do things, or another appropriate resolution.

4. If you're not happy with our response

If you remain unhappy after receiving our final response, you may be able to escalate your complaint further, depending on the nature of the issue:

  • Data protection complaints can be raised with the Data Protection Commission at dataprotection.ie
  • Complaints about a panel provider's regulated legal services can be raised with the relevant professional body for that provider, who will confirm the correct process
  • General consumer complaints can be raised with the Competition and Consumer Protection Commission at ccpc.ie

5. Vulnerable customers

If you identify as a vulnerable customer, or need extra support to raise or discuss a complaint — for example, because of a disability, bereavement, or difficulty communicating in English — please let us know. We're happy to adapt how we communicate, including involving a friend or family member if that helps.

6. Keeping it fair

We record and review complaints to help us improve our service. All complaints are handled fairly, confidentially, and without any impact on the service you continue to receive from us or from panel providers.