How to make a complaint

Submit a complaint

If you have a problem we want to hear about it

Make a complaint

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

Complete our online form and we will 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
Holgate Park Drive
York
YO26 4GG

What happens next

We will record your complaint and try to resolve your concerns quickly. Please note that if we call you our calls will display as a withheld number.

If we cannot resolve the matter within 3 business days of receipt we will look into your complaint in more detail. We will write to you to acknowledge your concerns and give you a complaint reference number and contact number should you wish to contact us.

NB. 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 will 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

Please call us on 0800 414 8304*

Or, if you would like to email us about your complaint, then please use one of the following email addresses. If your policy number begins:

MF/BD complaints@65under.benendentravel.co.uk

BEN complaints@66plus.benendentravel.co.uk

Home Insurance

Please call us on 0800 414 8556* or send us a message 

Health Assessments

Please call us on 0800 414 8486* or send us a message 

Health cash plans

Please call us on 0800 970 6517* or email us at bhcpservice@bupa.com

Alternatively, you can write to us at:

Benenden Health Cash Plan, 1st Floor, Tower Court, Courtaulds Way, Coventry, CV6 5NX

Our final response

The Financial Conduct Authority (FCA) set 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 8 weeks to resolve customer complaints, we will usually provide you with our full written response within 20 working days. If we are unable to do so, we will let you know when you can expect a response.

If you remain unhappy after we have investigated your complaint through our internal complaints procedure you may be able to refer your complaint to the Financial Ombudsman Service. 

Independent review 

Their contact details are:

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

www.financial-ombudsman.org.uk

Complaints information

Benenden is required by the UK Financial Conduct Authority (FCA) to publish details about the complaints we have received. These details are reported to the Financial Conduct Authority (FCA) and will be updated every six months.

Firm name: The Benenden Healthcare Society Limited
Period covered in this report: 1 January to 30 June 2017

Product / service grouping
Number of complaints opened by volume of business
Number of complaints opened
Number of complaints closed
Percentage closed within 3 days
Percentage closed after 3 days but within 8 weeks
Percentage upheld
Main cause of complaints opened
Insurance and pure protection
0.9 complaints per 1,000 members
863
858
59.7%
40.3%
26%
Products / performance / features

What does this mean? 

  • We received 863 complaints between 1 January and 30 June 2017. This represents complaints from less than 0.09% of our members.
  • We aim to resolve complaints as quickly as possible and resolved almost 60% of complaints within 3 days of receipt. The remaining complaints were resolved within eight weeks of receipt. The FCA allows us this time to consider and respond to complaints, although it is not always possible to resolve complaints within this timeframe, if for example, we are waiting for information from third parties.
  • We agreed with 227 complaints received between 1 January and 30 June 2017.

 

Contact us - We would love to hear from you

New members

Send us a message

Benenden Personal Healthcare
Holgate Park Drive
York
YO26 4GG
0800 414 8001 * (Lines open 8am-5pm, Mon-Fri excluding Bank Holidays)

Existing members

Send us a message

Benenden Personal Healthcare
Holgate Park Drive
York
YO26 4GG
0800 414 8100 * (Lines open 8am - 8pm, Mon-Fri excluding Bank Holidays)

Please note that your call may be recorded for our mutual security and also for training and quality purposes.

Health cash plans

Benenden Health Cash Plan
BHSF Limited
2 Darnley Road,
Birmingham,
B16 8TE
0800 414 8071

Lines are open 8.45am to 5.30pm Monday to Friday.

Self-pay orthopaedic surgery

Send us a message

Benenden Hospital Trust
Goddard's Green Road
Benenden
Cranbrook
Kent
TN17 4AX
01580 242521 (Lines open 8am-4.30pm Mon-Fri)

Health assessments

Send us a message

Health assessments
Unit 1, Cameron Court
Cameron Street
Hillington Park
Glasgow
G52 4JH
0800 414 8486*

Travel insurance

Send us a message

Travel insurance
2nd Floor Maitland House
Warrior Square
Southend-on-Sea
Essex
SS1 2JY
0800 414 8301*

Lines open for Sales
9am-8pm Monday to Friday 
9am-5pm Saturday
10am-5pm Sunday

Lines open for Customer Services
9am-8pm Monday to Friday
9am-5pm Saturday
10am-5pm Sunday

Benenden business healthcare

Send us a message

Benenden Business Healthcare
Holgate Park Drive
York
YO26 4GG
0800 414 8179* (Lines open 9am-5pm Mon-Fri)

Home insurance

Send us a message

Benenden Home Insurance
1st Floor Maitland House
Warrior Square
Southend on Sea
Essex
SS1 2JY
0800 414 8556* (Lines open Monday to Friday 9am – 7pm, Saturday 9am – 5pm, excludes Bank Holidays)

Home Emergency
0800 294 2851* (Lines open 24 hours a day)

Legal Expenses
0330 100 9618* (Lines open 24 hours a day)

Charitable trust

Send us a message

Find out more

Charitable Trust
Holgate Park Drive
York
YO26 4GG
0800 414 8450* (Lines open 8am - 4pm Mon-Fri)