National Accident Helpline (NAH) has launched a customer charter for the solicitor firms on its panel, which it said will ‘offer new guarantees of the highest service standards to consumers accessing justice for personal injuries’.

NAH, which refers personal injury claims to a panel of 105 law firms, said that the charter is designed ‘to champion the consumer, demystify the compensation process and remove the barriers to justice’, and ‘guarantees that the NAH will only help genuine claimants and will never cold call or pass on details to other organisations’.

The charter promises:

  • 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.

John McQuater, head of personal injury at Atherton Godfrey, said: ‘Many potential claimants are dealing with solicitors for the first time in their lives and it is vital they have every confidence that the experience will be reliable, transparent and effective.’

Janet Tilley, non-executive director at NAH, said: ‘We have worked hard to understand what consumers want, and we believe that framing what they can expect of us and our panel on one page will demystify the claims process and remove barriers to rightful compensation.’