Making a complaint - How we can help you

Our commitment to you

Medicash appreciates that if things go wrong there are four things that matter:

You know who to complain to
You know how 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 and it follows the requirements of the Financial Service Authority (FSA). Medicash follow and support the FSA guidelines on Treating Customers Fairly (TCF).

How to complain

In the first instance, your complaint should be made in writing addressed to: Head of Customer Operations, Medicash, Merchants Court, 2-12 Lord Street, Liverpool L2 1TS. Please give full details of your complaint. If there are a number of reasons for your complaint we would prefer to be told about them at the same time, so we can investigate them at the same time.

What Medicash will do

Once we have received your complaint, you will receive an acknowledgement from us within 5 working days. In order to thoroughly investigate your complaint we may need to ask you for further information.

In some instances we may need to get information from third parties, and have to ask for your permission to obtain some of this information. If asked to do so, we would be very grateful if you could let us have this consent as soon as possible. We will contact you with our conclusions within 8 weeks, detailing the outcome of the investigation and any fair and appropriate offer of settlement if your complaint is upheld.

If you are not happy with the outcome of your complaint

If you are unhappy with the outcome of your complaint you may refer it to Mrs S Weir, Chief Executive of Medicash at Merchants Court, 2-12 Lord Street, Liverpool L2 1TS.

Referral to the Financial Ombudsman Service

If you are dissatisfied with Medicash's response and have exhausted Medicash's internal complaint procedure, you can ask the Financial Ombudsman Service for an independent review. We will enclose a leaflet titled 'Your Complaint and the Ombudsman', explaining how to do this with Mrs Weir's letter. The Financial Ombudsman Service will only consider your complaint after you've tried to resolve it with Medicash.

The address of the Financial Ombudsman Service is, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Tel 0845 080 1800.

If you require assistance or clarification at any stage of the complaint process, do not hesitate to contact our Head of Customer Operations on 0151 702 0253.