Legal

Medicash Health Benefits Limited is a not-for-profit company limited by guarantee and registered in England (number: 258025). Registered office: Merchants Court, 2-12 Lord Street, Liverpool, L2 1TS.

Medicash is authorised and regulated by the Financial Services Authority. (Details of registration can be found at www.fsa.gov.uk/register or by calling the FSA on 0845 606 1234). Medicash is also covered by the Financial Services Compensation Scheme and the Financial Ombudsman Service.

This website and the policies detailed herein are only available to UK residents and are governed by English law. All communication will be in English. We may record or monitor telephone calls to help improve our service and protect our members

Complaints

Our commitment to you
We appreciate that if things go wrong there are four things that matter:

• You know who to complain to;
• You know that your complaint will be dealt with;
• You feel confident that we will take your complaint seriously; and
• Where appropriate we will put things right quickly.

This guide lets you know the steps Medicash takes to deal with a complaint. It follows the requirements of the Financial Services Authority (FSA), which regulates the financial services industry.

How to contact Medicash
To contact Medicash regarding a complaint, either put your complaint in writing to our Head of Customer Operations at Medicash, Merchants Court, 2-12 Lord Street, Liverpool L2 1TS

Or contact us on 0151 702 0265

What Medicash will do
1. You will receive an acknowledgement within five working days of receipt of your complaint by Medicash, letting you know who is dealing with it. At this stage we may need to ask you for further information and/or contact other parties (with your permission) for further information.

2. We will investigate your complaint. This will take the form of gathering information from the relevant people and/or documentation which we hold. Your complaint will be investigated thoroughly and fairly. The investigation will be carried out by a dedicated member of staff who has not directly been involved in the matter you have complained about.

3. Your complaint will be investigated as quickly as possible. Within four weeks of receipt of your complaint, we will write to you detailing the outcome of the investigation. If we are unable to do so, we will write to you explaining why we are not yet in a position to resolve your complaint and indicate when we will be in further contact, which will be no later than a further four weeks.

4. On completion of our investigation into your complaint, we will write to you detailing:

• i. The outcome of our investigation;
• ii. Any fair and appropriate offer of settlement if your complaint is upheld; and
• iii. That if you are not happy with our decision, you can ask for the complaint to be referred to the British Health Care Association; and
• iv. That if you are still not happy with our decision, you can refer your complaint to the Financial Ombudsman Service, which is an independent complaints resolution scheme.

Our letter will also contain the full name, address and telephone number of the Financial Ombudsman Service and enclose a leaflet entitled “your complaint and the ombudsman”.

5. If we are unable to provide our decision within eight weeks of receipt of your complaint, we will write to you and advise you of the delay. You may then refer the matter to the Financial Ombudsman Service.

Should you require assistance or clarification at any stage of the complaint process please do not hesitate to contact us on 0151 702 0265.