We hope you never need to raise concerns about our service or any aspect of your membership with us however we value your feedback and we’ll do our best to resolve things for you.
No matter how you decide to communicate your concerns, we’ll listen.
To help us resolve your complaint, we’ll need the following information:
Once you have submitted the details of your dissatisfaction, we’ll respond to your complaint as quickly as we can. If we can’t get back to you straight away with a resolution, we’ll ensure we contact you within five working days to acknowledge your complaint and explain the next steps.
We always aim to resolve things within eight weeks from when you first told us about your concerns. If it looks like it will take us longer than this, we will let you know the reasons for the delay and regularly keep you up to date with our progress.
If we can’t respond fully to your complaint within eight weeks, or you’re unhappy with our final response, you can refer your complaint to the Financial Ombudsman Service. We will provide you with all their contact details and more information about the service when we send you our final response or at the end of eight weeks.
Please note: If you have a complaint about the way your plan was sold to you and you bought your plan through an Intermediary/broker, please contact them in the first instance.
Financial Ombudsman Service
Members may be entitled to refer their complaint to the Financial Ombudsman Service. The ombudsman service can liaise with us directly regarding a complaint and if we can’t fully respond to a complaint within eight weeks or if a member is unhappy with our final response, they may be able to ask the Financial Ombudsman Service for an independent review. For more information please visit their website.