Legal and Complaints

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 by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. 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


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 guidelines on Treating Customers Fairly (TCF).


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 claims@medicash.org or call on 0151 702 0265.

 

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 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 Medicash.


The address of the Financial Ombudsman Service is, Exchange Tower, London, E14 9SR. Tel 0800 023 4567 or 0330 123 9123. Webiste: www.financial-ombudsman.org.uk


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.