Our 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.