Medicash Health Benefits Limited is a not-for-profit company
limited by guarantee and registered in England (number:
258025). Registered office:
One Derby Square
Liverpool
L2 1AB
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
Head of Customer Operations
Medicash
One Derby Square
Liverpool
L2 1AB
Or contact us on 0151 702 0202
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 0202.