Terms & Conditions

Our service to you

Hearing Advice Helpline is a member of the ACHAH Group of companies.

When you make contact with The ACHAH Group one of our qualified call centre staff will be able to offer you free advice relating to your enquiry.

In certain instances the call handler may believe it necessary for you to take legal advice.  At this point we will refer you to a specialist solicitor on our panel.  There is no charge for this service.

They will offer you comprehensive advice and assistance about making a claim and answer any questions you may have. Where it is appropriate they will also make you aware that claims are run on a ‘no win no fee’ basis. You are under no obligation to act upon the advice given.

The Solicitors on our panel contribute to the cost of The ACHAH Group’s marketing initiatives and services.

Contacting Us

There are different options available in how you can contact us;

• You can complete the ‘Call Back’ feature on any of our web pages and one of our advisors will contact you at a time most convenient to you, or
• You can contact us on any of our Freephone 0800 number with any questions you have related to your condition.

Our call centre is open from 8am to 8pm Mon-Fri and 9am to 5pm at the weekend.

Our Web pages

Our web site is designed to give you free information on the conditions you may have.  The contact details on our web pages can be used to make contact with one of our experienced advisors who will help you to establish whether you have the grounds to make a claim for compensation.

Should you complete the ‘Call Back’ section on any of our pages, your information will remain completely confidential and will only be accessed by our staff.  To read more about our Privacy Policy please click on the link.

Privacy

Hearing Advice Helpline is a member of the ACHAH Group of companies.

On our pages there is a ‘Call Back’ option where you can enter your personal details.  This is solely used by The ACHAH Group to contact you regarding the service you require.  This feature will never be used to pass your details to unregulated third parties.

The ACHAH Group is dedicated to protecting your privacy and adheres to the Data Protection Act 1998.  All personal information disclosed to us is restricted to our staff and regulated partners in order to provide you with advice and legal services.

Complaints

Hearing Advice Helpline is a member of the ACHAH Group of companies.

Should you wish to make a complaint about The ACHAH Group please do so in writing via post or e-mail.

Email: info@achah.co.uk

Postal address:
The ACHAH Group Ltd
1st Floor, Manchester House, 84-86 Princess Street, Manchester M1 6NG

Once a complaint is received it is passed to our Complaints Department who will deal with the complaint as follows

Our Complaints Department will write to you within 5 working days acknowledging receipt of your
complaint accompanied by our Internal Complaints Procedure.

Within four weeks of receiving your complaint we will respond to you with either:
a) a final response, or
b) a holding response to explain why as yet the company is unable to resolve the complaint and that we will make contact again within eight weeks of receiving the complaint.

Within eight weeks of receiving your complaint we will respond to you with either:
a) a final response, or
b) a response that explains that we are still not in a position to make a final response, outlining reasons for the delays and indicating when the issue is likely to be resolved.
c) The correspondence will also state that the complainant may refer the handling of the complaint to the Claims Management Regulatory body if they are unsatisfied with the manner in which their complaint is being dealt with.

Regulated by the Ministry of Justice in respect of regulated claims management activities;
registration recorded on the website www.claimsregulation.gov.uk.