Medicash Health Benefits Limited is a not-for-profit company
limited by guarantee and registered in England (number:
258025). Registered office:
One Derby Square
Medicash is authorised and regulated by the Financial
Services Authority. (Details of registration can be found
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.
Our commitment to you
Medicash appreciates that if things go wrong there are four things
You know who to complain to
You know how your complaint will be dealt with
You feel confident that we will take your complaint
Where appropriate we will put things right
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
How to complain
Your complaint should be made in writing addressed to: Head
of Customer Operations, Medicash, One Derby Square, Liverpool
L2 1AB. 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. Alternatively, you can email firstname.lastname@example.org or
call on 0151 702 0265.
What Medicash will
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
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. The Financial Ombudsman Service will only consider your
complaint after you've tried to resolve it with
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
0151 702 0253.