Terms & Conditions-2E

Terms & Conditions

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Our Service

Accident Compensation Helpline Ltd was established to help people who have been injured in an accident through no fault of their own, claim the compensation they are legally entitled to.

Accident Compensation Helpline Ltd is a Claims Management Company and we provide a personal injury claims marketing service to a panel of personal injury solicitors, who are regulated by the Solicitors Regulation Authority.

Accident Compensation Helpline Ltd receive a marketing fee from the panel solicitors. You are under no obligation to instruct one of our panel solicitors.


Accident Compensation Helpline Ltd will assist you in making contact with an independent firm of personal injury solicitors. Accident Compensation Helpline Ltd take no responsibility in any way for the guidance given, or work undertaken, on your behalf by these independent firms of solicitors.

Accident Compensation Helpline Ltd may provide links that will enable you to access the websites of other parties directly from Accident Compensation Helpline Ltd website. Please note that such third party websites are not under Accident Compensation Helpline Ltd control and Accident Compensation Helpline Ltd does not contribute to the contents of such websites. When you click through to these websites you leave the area controlled by Accident Compensation Helpline Ltd. Accident Compensation Helpline Ltd cannot accept responsibility for any issues arising in connection with either the third party’s use of your data, the website content or the services offered to you by these websites.

Our selection (fair analysis)

In addition to compensation for personal injury, you may also be entitled to make a claim for loss of earnings, damaged possessions and any other expenses incurred due to the accident. Your solicitors may also be able to arrange for you to have private physiotherapy and rehabilitation treatment.


While working on your claim enquiry your details may be passed to more than one of our panel solicitors to enable you to have a second opinion if required and ensure you receive the best service possible.

Call recording

Accident Compensation Helpline Ltd record all voice communication between the client, Accident Compensation Helpline Ltd and our Third Party solicitors. These are recorded for compliance, quality control and training. The recording is required to ensure a high level service is provided to you, and that consent for personal information to be stored and transferred is gained.

Website and published information

Compensation amounts on this website are based upon “Guidelines for the Assessment of General Damages in Personal Injury Cases”.

The information contained on this website is for general information only. It does not constitute legal advice or other and should not be relied upon as such. Accident Compensation Helpline Ltd will assist you in making contact with an independent firm of solicitors who will provide advice to you. Accident Compensation Helpline Ltd take no responsibility in any way for the advice given or work undertaken on your behalf by these independent firms of solicitors. You should consult your own professional advisors as to legal or other advice relevant to any action you wish to take in connection with this website.

All information is deemed to be correct at the time published and Accident Compensation Helpline Ltd will make every effort to update and correct any information which changes in a timely manner.


Unless indicated to the contrary, all materials on this website including design, text, graphics and photographs are the copyright of Accident Compensation Helpline Ltd. Accident Compensation Helpline Ltd is the owner of the trade marks appearing on this website and all associated trade names, logos and devices unless indicated to the contrary. All other trade marks, logos and names appearing on this website are the property of their respective owners, as indicated. No permission is given by their respective owners for the use of any of them and such use may constitute an infringement of the owner’s rights.

Law and language

This Terms of Business is subject to English Law and the jurisdiction of the English Courts. We will use the English language for all communications, and any information we are required to supply to you.


The purpose of these terms and conditions is to set out our professional relationship and detail the services we will provide to you. For your own benefit and protection, you should read all the information carefully. If you do not agree to any part of the information, please tell us. We assume that you accept all of the terms unless we hear from you.

Confidentiality and data protection

We will only exchange the information that you provide to us with the selected solicitors for the purposes of assisting you with the compensation enquiry. We will treat all information as private and confidential and in strict accordance with the Data Protection Act 2018 (DPA) and the General Data Protection Regulation (GDPR), even when you are no longer a client and only share information if we are required to do so by law or regulation. Under the Data Protection Act 2018 (DPA) and the General Data Protection Regulation (GDPR) you have a right to a copy of any personally identifiable information about you that we hold in our records, you can obtain details by writing to us at the usual address. A nominal charge might apply in providing the information to you. If you do not want us to use your information in this way, please let us know.

Right to be forgotten

If you would like your data to be removed from our database under the UK General Data Protection Regulation of 2018, please go to
www.accident-helpline-uk.com/deleteme to make a formal request.

Right to my information

If you would like a copy of your information that we hold, under the UK General Data Protection Regulations of 2018, you can request it here www.accident-helpline-uk.com/requestmydata


Our aim is always to provide our customers with a first-class service; however, we are aware that, occasionally, it is possible that we may fail to meet your expectations. If for any reason we have not met your expectations, let us know as soon as possible, by calling our main office telephone (freephone) 0800 0511 511, or write to Accident Compensation Helpline Ltd, 213 Queens House, Queen Street, Barnstaple, Devon, EX32 8HJ or email enquires@accidenthelpline.com

If we are unable to resolve the issue to your satisfaction within 3 working days, we will formally investigate the matter. You will receive an acknowledgement of the matter together with a copy of our complaints process promptly and certainly within 5 working days. We will then aim to investigate and provide a resolution as quickly as possible, informing you of the position at no later than 4 weeks and a final response no later than 8 weeks. If you are not happy with our response, or the position after a period of 8 weeks, you may be eligible to refer your complaint to The Claims Management Ombudsman Service, a Financial Ombudsman Service, for an independent assessment and opinion.

The Claims Management Ombudsman Service a Financial Ombudsman Service can be contacted by calling 0800 111 6768 (freephone) or 0300 500 8082 from the UK, or +44 207 066 1000 from abroad. Or at www.fca.org.uk/consumers/how-complain

The Financial Conduct Authority (FCA)

The FCA is an independent watchdog that regulates claims management companies. Accident Compensation Helpline Ltd is authorised to operate as a claims management business.


Our FCA Registration number is 830520. You can check this at www.register.fca.org.uk or by contacting the FCA on 0800 111 6768.


Notwithstanding the foregoing, none of the exclusions and limitations in the clause are intended to limit any rights you may have as a consumer under local law or other statutory rights.

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        How much could your claim be worth?

        Select the injury to know the compensation amount.
        • Neck & Back Injuries
          • Neck Injuries

            £2,450 to £7,890

            Where a full recovery takes place within a period of about one to two years.

          • Neck Injuries

            £24,990 to £38,490

            Injuries such as fractures or dislocations which cause severe immediate symptoms and which may necessitate spinal fusion.

          • Neck Injuries

            £45,470 to £148,330

            Neck injury associated with incomplete paraplegia or resulting in permanent spastic quadriparesis.

          • Back Injury

            £7,890 to £12,510

            Where a full recovery or a recovery to nuisance level takes place without surgery within about two to five years.

          • Back Injury

            £12,510 to £27,760

            Many frequently encountered injuries to the back such as disturbance of ligaments and muscles giving rise to backache, soft tissue injuries resulting in a prolonged acceleration and / or exacerbation of a pre-existing back condition.

          • Back Injury

            £91,090 to £160,980

            Cases of the most severe injury involving damage to the spinal cord and nerve roots, leading to a combination of very serious consequences not normally found in cases of back injury.

        • Head Injuries
          • Brain or Head Injury

            £2,210 to £12,770

            In these cases brain damage, if any, will have been minimal. The bottom of the bracket will reflect full recovery within a few weeks.

          • Brain Damage

            £43,060 to £219,0700

            This category is distinguished from the moderately severe category by the fact that the degree of dependence is markedly lower.

          • Brain Damage

            £219,070 to £282,010

            The insured person will be very seriously disabled. There will be substantial dependence on others and a need for constant professional and other care.

          • Brain Damage

            £282,010 to £403,990

            In cases at the top of this bracket there may be some ability to follow basic commands, recovery of eye opening and return of sleep and waking patterns and postural reflex movement.

        • Shoulder Injuries
          • Shoulder Injury

            £2,450 to £7,890

            Soft tissue injury to your shoulder with considerable pain but almost complete recovery within one to two years.

          • Shoulder Injury

            £7,890 to £12,770

            Frozen shoulder with limitation of movement and discomfort with symptoms persisting for about two years. Also soft tissue injuries with more than minimal symptoms persisting after two years but not permanent. Often associated with neck injuries and involving damage to the brachial plexus resulting in significant disability.

          • Fracture of Clavicle

            £5,150 to £12,240

            The level of the award will depend on extent of fracture, level of disability, residual symptoms, and whether temporary or permanent, and whether union is anatomically displaced.

        • Eye Injuries
          • Eye Injury

            £3,950 to £8,730

            In this bracket fall cases of minor injuries, such as being struck in the eye, exposure to fumes including smoke, or being splashed by liquids, causing initial pain and some temporary interference with vision.

          • Complete Loss of Sight in One Eye

            £49,270 to £54,830

            This award takes account of some risk of sympathetic ophthalmia.

          • Total Loss of One Eye

            £54,830 to £65,710

            The level of the award within the bracket will depend on age, psychiatric consequences, and cosmetic effect.

        • Hearing Loss
          • Partial Hearing Loss and/or Tinnitus

            £7,010 to £45,540

            This category covers the bulk of deafness cases which usually result from exposure to noise at work over a prolonged period.

          • Total Loss of Hearing in One Ear

            £31,310 to £45,540

            Cases will tend towards the higher end of the bracket where there are associated problems, such as tinnitus, dizziness or headaches.

          • Total Deafness

            £90,750 to £109,650

            The lower end of the bracket is appropriate for cases where there is no speech deficit or tinnitus. The higher end is appropriate for cases involving both of these.

        • Facial Injuries
          • Fractures of Nose or Nasal Complex

            £3,950 to £5,100

            (Displaced fracture where recovery is complete but only after surgery.)

          • Fractures of Cheekbones

            £10,200 to £15,780

            Serious Fractures requiring surgery but with lasting consequences such as paraesthesia in the cheeks or the lips or some element of disfigurement.

          • Fractures of Jaws

            £17,960 to £30,490

            Serious fracture with permanent consequences such as difficulty in opening the mouth or with eating or where there is paraesthesia in the area of the jaw.

          • Damage to Teeth

            £8,730 to £11,410

            Loss of or serious damage to several front teeth.

        • Arm Injuries
          • Loss Of One Arm

            Not less than £137,160

            Arm amputated at the shoulder.

          • Arm Injury

            £19,200 to £39,170

            While there will have been significant disabilities, a substantial degree of recovery will have taken place or will be expected.

          • Simple Fractures

            £6,610 to £19,200

            Simple Fractures of the Forearm.

        • Elbow Injuries
          • Elbow Injury

            £39,170 to £54,830

            A Severely Disabling Injury.

          • Elbow Injury

            £15,650 to £32,010

            Injuries causing impairment of function but not involving major surgery or significant disability.

          • Elbow Injury

            Up to £12,590

            Most elbow injuries fall into this category. They comprise simple fractures, tennis elbow syndrome and lacerations; i.e., those injuries which cause no permanent damage and do not result in any permanent impairment of function.

        • Wrist Injuries
          • Wrist Injuries

            £3,530 to £4,740

            Undisplaced or minimal displaced fractures and soft tissue injuries necessitating application of plaster or bandage for a matter of weeks and a full or virtual recovery within up to 12 months or so.

          • Wrist Injuries

            £12,590 to £24,500

            Where these still result in some permanent disability as, for example, a degree of persisting pain and stiffness.

          • Wrist Injuries

            £47,620 to £59,860

            Injuries resulting in complete loss of function in the wrist, for example, where an arthrodesis has been performed.

        • Hand / Finger Injuries
          • Damage to Both Hands

            £55,820 to £84,570

            Such injuries will have given rise to permanent cosmetic disability and significant loss of function.

          • Hand Injury

            £5,720 to £13,280

            Crush injuries, penetrating wounds, soft tissue type and deep lacerations. The top of the bracket would be appropriate where surgery has failed and permanent disability remains. The bottom of the bracket would be appropriate for permanent but non-intrusive symptoms.

          • Hand Injuries

            £12,170 to £18,740

            Total Loss of Index Finger.

          • Hand Injuries

            £35,520 to £54,830

            Loss of Thumb.

        • Hip / Pelvis Injury
          • Hip / Pelvis Injury

            £39,170 to £130,930

            Extensive fractures of the pelvis involving, for example, dislocation of a low back joint and a reputed bladder, or a hip injury resulting in spondylolisthesis of a low back joint with intolerable pain and necessitating spinal fusion.

          • Hip / Pelvis Injury

            £26,590 to £39,170

            Significant injury to the pelvis or hip but any permanent disability is not major and any future risk not great.

          • Hip / Pelvis Injury

            £3,950 to £12,950

            Cases where despite significant injury there is little or no residual disability. Where there has been a complete recovery within two years, the award may but is unlikely to exceed the mid-point in the range.

        • Leg Injuries
          • Above-Knee Amputation of One Leg

            £104,830 to £137,470

            The award will depend upon such factors as the level of the amputation; the severity of any phantom pains; associated psychological problems; the success of any prosthetics; any side effects such as backache and the risk of developing osteoarthritis in the remaining joints of both lower limbs or in the hips and spine.

          • Leg Injury

            £39,200 to £54,830

            Serious compound or comminuted fractures or injuries to joints or ligaments resulting in instability, prolonged treatment, a lengthy period of non-weight-bearing, the near certainty that arthritis will ensue; extensive scarring. To justify an award within this bracket a combination of such features will generally be necessary.

          • Leg Injury

            £17,960 to £27,760

            Fractures from which an incomplete recovery is made or serious soft tissue injuries.

          • Leg Injuries

            £9,110 to £14,080

            Simple fracture of a femur with no damage to articular surfaces.

        • Knee Injuries
          • Knee Injury

            £26,190 to £96,210

            Serious knee injury where there has been disruption of the joint, the development of ostearthristis, gross ligamentous damage, lengthy treatment, considerable pain and loss of function, an arthroplasty or arthrodesis has taken place or is inevitable.

          • Knee Injury

            £14,840 to £26,190

            Injuries involving dislocation, torn cartilage or meniscus which results in minor instability, wasting, weakness, or other mild future disability.

        • Ankle Injuries
          • Ankle Injury

            £31,310 to £50,060

            Injuries necessitating and extensive period of treatment and/or a lengthy period in plaster or where pins and plates have been inserted and there is significant residual disability in the form of ankle instability and severely limited ability to walk.

          • Ankle Injury

            £13,740 to £26,590

            Fractures, ligamentous tears and the like which give rise to less serious disabilities such as difficulty in walking on uneven ground, difficulty standing or walking for long periods of time, awkwardness on stairs, irritation from metal plates and residual scarring.

          • Ankle Injury

            Up to £13,740

            The less serious, minor or undisplaced fractures, sprains and ligamentous injuries.

        • Toe Injuries
          • Toe Injury

            In the region of £31,310

            Amputation of the Great Toe.

          • Toe Injuries

            Up to £9,600

            These injuries include relatively straight forward fractures or the exacerbation of a pre-existing degenerative condition or laceration injuries to one or more toes.

        • Hair Damage
          • Hair / Scalp Injuries

            £7,340 to £11,020

            Damage to hair in consequence of defective permanent waving, tinting, or the like, where the effects are dermatitis, eczema or tingling or 'burning' of the scalp causing dry, brittle hair, which breaks off and/or falls out, leading to distress, depression, embarrassment and loss of confidence, and inhibitating social life

          • Hair / Scalp Injuries

            Up to £9,600

            Less serious versions of the above where symptoms are fewer or only of a minor character; also, cases where hair has been pulled out leaving bald patches.

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                  Or if you would like to speak with our friendly
                  advisors right now – simply call

                  0800 0511 511

                    Let's get started

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                    Or if you would like to speak with our friendly
                    advisors right now – simply call

                    0800 0511 511

                      Are you entitled to compensation?

                      Fill in your details below for free advice – with no obligation

                      Or simply call us now on freephone

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