Our aim at Healthsaver is to handle complaints fairly, consistently and promptly. Should you ever have cause to complain we will set about resolving your complaint as quickly and efficiently as possible. If we can’t resolve it straight away, we’ll email or write to you within five business days to explain the next steps.

We’ll keep you updated on our progress and once we have fully investigated your complaint we’ll email or write to you to explain our decision. If we haven’t resolved it within eight weeks we’ll write to you and explain the reasons for the delay.

If we haven’t resolved your complaint within eight weeks, or if you’re unhappy with our decision, you may be able to refer your complaint to the Financial Ombudsman Service for an independent review. The service they provide is free and impartial. You can visit their website herehttps://www.financial-ombudsman.org.uk/consumers/how-to-complain or:

Write to them at the Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Submit a complaint online at https://www.financial-ombudsman.org.uk/contact-us/complain-online

Call them on 0800 023 4567

Email them at complaint.info@financial-ombudsman.org.uk

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