Our commitment to you

At National Accident Helpline we abide by our customer charter ensuring consistently fair and ethical practice.

We believe that everyone has the right to access justice and people should never feel like the underdog. In fact, we believe accidents shouldn’t get in the way of people getting on with their lives and that making a compensation claim should be clear and simple.

We only help genuine claimants, we never cold call anyone, and we never give personal details to other organisations unless we have permission.

Our contact centre staff are legally trained and based in the UK; and all our solicitor firms are personal injury specialists with membership of the Law Society and APIL (Association of Personal Injury Lawyers).

We will…

Aim to answer calls within 10 seconds
Tell you within minutes if you could have a claim
Handle your claim on a no win no fee basis, with no upfront fees or unexpected costs*
Never be out of pocket throughout your claim*
Tell you about each step in the process so you know what to expect
Introduce you to a solicitor firm only if you decide to proceed – no obligation

Our solicitors will…

At the earliest opportunity, tell you the likely value of your claim and how long it could take to settle
Provide you with updates on a regular basis as appropriate
Respond to telephone or emailed queries within 1 business day and letter queries within 3 business days
Thoroughly explain why, if, for any reason, your claim can’t proceed
Send you your final settlement payment within 3 business days of receipt

Our stance against cold calling

Unfortunately, some people have received cold calls or cold texts from impersonators claiming to be associated with National Accident Helpline.

An important part of our business ethics is that we never cold call or cold text anyone; we only help genuine claimants, and if you do make a personal injury claim with us, we take your privacy very seriously. We will never give any of your personal details to other organisations unless you tell us we can.

We take a firm stance against cold calling and cold texting and report offenders to the relevant authorities as a matter of urgency. If you receive cold calls or cold texts from someone claiming to be National Accident Helpline, we would ask you to send details including the phone number used (if not withheld), the times and dates of calls, the frequency of calls, and anything else you think relevant to feedback@nahl.co.uk.

Please email us on feedback@nahl.co.uk. Tell us what you think, so we can learn how to improve.

*Your solicitor will tell you how this works and explain any exceptions.

Regulated by the Financial Conduct Authority. Registration recorded on the website register.fca.org.uk.