Feedback and complaints

Feedback about our service

We really welcome your feedback about our services and other work including suggestions on how we could improve. Please complete a feedback form, write in, email us or phone on 0208 688 9555 and ask for someone to call you back.

NOTE: Please only use this email for feedback on AvMA services and other work. If you wish to discuss a medical accident, please call our helpline or complete a new client form.

Listen, understand, act

Thank you for taking the time to feedback to us on all our services, whether that’s the helpline, written advice and information or our pro bono inquest service. We do read your comments carefully and where possible respond with changes which we hope will improve access to our advice and information services and the overall experience of all of our beneficiaries Here are just some of the changes we have made in response to your concerns:

April 2020: Confusion over the cost of premium rate mobile calls prompted us to improve our existing message by making it clearer that there are cheaper ways of contacting our helpline. See more details on call charges here.

Complaints about AvMA

We value your feedback. If you are unhappy with our work, please get in touch. If you wish, please speak to the staff member concerned or their manager first to see if the matter can be resolved informally. Alternatively please contact us with details of your complaint. We promise we will investigate and respond as fully as we can and take action where needed.

See our leaflet: Raising a concern or making a complaint about AvMA

Our complaints and concerns policy and procedure can be found here

You can write in with your complaint to our postal address or email us. If you need help or would prefer to speak to someone about your complaint you can phone us on 0208 688 9555 and we will get back to you.

NOTE: Please only use this email for complaints about AvMA services and other work. If you wish to discuss a medical accident, please call our helpline or complete a new client form.