What to do if you have a complaint

We welcome your comments and complaints as they help us improve our services. We'll deal with your concerns as quickly and effectively as possible and, if we have made a mistake, we'll do everything we can to put things right.

We do our best to offer a caring and effective service. However, if there is a problem with your membership, or any of the services we provide or signpost you to, we want to hear about it.

Our process

Benenden Healthcare

Complete our online form and we'll contact you to try and resolve your issue.

Alternatively:

Call us on 0800 414 8100

Email - Complaints@benenden.co.uk

Or write to us at;

Customer Complaints team
Benenden Health
Holgate Park Drive
York
YO26 4GG

Please note, as some of our services are provided by carefully selected partner organisations, we may be unable to address your concerns ourselves. In these cases we'll forward your complaint to the appropriate partner organisation to respond to you. Alternatively, you can contact them directly. If your complaint relates to:

Travel Insurance

If you purchased or renewed your policy on or after 24th November 2021:

AllClear Complaints
AllClear House
1 Redwing Court
Ashton Road
Romford
Essex
RM3 8QQ

Phone: 01708 339001
Lines open 9am – 5pm Monday to Friday

E-mail: complaints@allclearinsurance.com

If your policy was purchased or renewed before 24th November 2021:

The Customer Relations Manager,
Benenden Travel Insurance,
MAPFRE Assistance,
One Victoria Street,
Bristol Bridge,
Bristol,
BS1 6AA

E-mail: customerrelationsteam@mapfre.co.uk

Home Insurance

Home Insurance
Benenden Home Insurance,
Uinsure Customer Services,
PO Box 1189,
Doncaster,
DN1 9RP

Please include your policy number and claim number if appropriate.

Phone: 0800 414 8556 or send us a message .

Health Assessments

Peter Blencowe, Managing Director,
Bluecrest Health,
Ridgeworth House,
5/9 Liverpool Gardens,
Worthing,
BN11 1RY.

Phone: 01903 253196 or email us at customerrelations@bluecresthealth.com

Health Cash Plans

Please call us on 0800 414 8071 or email us at Benenden@bhsf.co.uk

Alternatively, you can write to us at:

Benenden Health Cash Plan,
BHSF Limited,
13th Floor,
54 Hagley Road,
Birmingham,
B16 8PE

We'll record your complaint and will call you within three business days to try resolve your concerns quickly.

If we can't resolve the matter within three business days of receipt we'll look into your complaint in more detail. We'll write to you to acknowledge your concerns and give you a complaint reference number and contact number should you wish to contact us.

The Financial Conduct Authority (FCA) sets out rules and guidance relating to the fair handling of complaints. This includes following certain timescales to respond to your complaint, which means we have up to eight weeks from when we receive your complaint to fully investigate it and provide you with a final response in writing.

While the FCA allow us eight weeks to resolve customer complaints, we'll usually provide you with our full written response within 20 business days. If we're unable to do so, we'll let you know when you can expect a response.

If you're still unhappy after we've investigated your complaint through our internal complaints procedure, you may be able to refer your complaint to the Financial Ombudsman Service.

Their contact details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (calls are free on mobile and landlines)

www.financial-ombudsman.org.uk

If the Financial Ombudsman Service is unable to review your complaint, we can direct you to an alternative dispute resolution service. Please contact us at complaints@benenden.co.uk if you'd like more information.