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Complaints Procedure

How to make a complaint

Complaints may be made:

  • In writing to: Accell Digital, 18 King William Street, London EC4N 7BP

  • by e-mail to:

  • or in any other form. 

Complaint Management Process

A) Acknowledgement of complaint

We aim to resolve complaints as soon as possible. If the complaint can be resolved within 3 business days we will ensure this is done. If we require longer than 3 business days to resolve the complaint we will acknowledge receipt of the complaint within 3 business days and we will provide you with the name of the person who will be dealing with your complaint on our behalf.

B) Investigation

Wherever possible, the person handling your complaint will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

Within four weeks of receiving a complaint, we will send you either:

  • final response adequately addressing the complaint; or

  • a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

C) Our Decision

Within eight weeks of receiving a complaint we will send you either:

a final response adequately addressing the complaint and outlining your right to appeal with the Claims Management Ombudsman (CMO); or

a response which:

  • explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; – and

  • informs you that you may refer the handling of the complaint to the Claims Management Ombudsman (CMO) if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.

D) Appeals

If you are not satisfied with our decision regarding a complaint about us and you have allowed us the relevant time frames to respond to you, you can appeal this with the Claims Management Ombudsman (CMO) at:

Claims Management Ombudsman
Exchange Tower
E 14 9 SR

Telephone: 0800 023 4567


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