National Accident Helpline Customer Charter

Our beliefs

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

Our Service Promise

• We aim to answer more than 90% of calls within 10 seconds
• Our call centre is staffed by legally trained advisors, based in the UK, to help you
• Our advisors will listen to your case and put your needs first
• We will tell you within minutes if you could have a claim
• We will tell you about each step in the process so you know what to expect
• We will tell you how no win no fee works and about keeping 100% of your compensation
• We will introduce you to a solicitor only if you decide to proceed
• Our website www.underdog.co.uk will provide easy-to-understand information about making a claim
• You can contact us in any way that works for you: phone, email,  text, or live chat online
• All our solicitors are Personal Injury specialists with members of the Law Society and APIL (Association of Personal Injury Lawyers)

Our Solicitor Promise

• Our solicitors will tell you  at the earliest opportunity the likely value of your claim and how long it could take to settle
• Our solicitors will strive to secure the full compensation that you need and deserve
• Our solicitors will provide you with regular  updates on the progress of your claim, at least monthly
• Our solicitors will provide clear, honest and impartial advice about your claim
• Our solicitors will meet with you at a time and place that is convenient to you and will arrange home visits and document collection if necessary
• Our solicitors will aim to respond to your queries within 24 hours
• If, for any reason, your claim cannot proceed , our solicitors will explain the reasons fully

Our Improvement Promise

• Our aim is to have all of our  customers 100% happy  with our service
• We will conduct surveys every 3 months  to learn how to improve
• We have created a dedicated email address for feedback on the site, feedback@nahl.co.uk. Please feel free to let us know what you think of the site, so we can learn how to improve it.

Our Business Ethics

• We only help genuine claimants
• We will never cold call anyone
• We will never give your details to other organisations  unless you tell us we can

*Legally trained advisors are available during opening hours (Monday - Friday 8am to 9pm; Saturdays 9.00am - 6pm and Sundays/bank holidays 9.30am to 5pm). An out of hours service is provided at all other times.

Regulated by the Ministry of Justice in respect of regulated claims management activities.

No. CRM1437; registration recorded on the website www.claimsregulation.gov.uk