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How to make 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.

Make a complaint

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

[LINK TO THE CONTACT US FORM]

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 [LINK TO CONTACT US] 

Health Assessments

Please call us on 0800 414 8486* or send us a message [LINK TO CONTACT US] 

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 logo

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

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.