Skip to main content

Complaints Procedure

Complaints summary

We are committed to providing you with a first-class service. Meeting our clients’ expectations by delivering effective international private health solutions is a reflection of this goal.

If for any reason you are not entirely satisfied with any aspect of our service, please let us know. We will work to put matters right as quickly as possible and, where appropriate, take steps to prevent the problem happening again. We value your custom, and your feedback allows us to improve the products and services we offer to you.

Our complaints process

Your complaint will be investigated by an employee of sufficient competence, who, if applicable, was not involved in the subject matter of the complaint.

We aim to resolve all complaints in a fair and speedy manner, usually by close of business on the business day following receipt of the complaint. If we cannot resolve the complaint within this time, we will:

  • acknowledge your complaint in writing within 5 working days with a complaint case number for future reference;
  • provide you with a final response and redress (if appropriate) within 4 weeks of receipt of your complaint. In some cases, a complaint may require more complex investigations and may take longer to resolve. We will aim to resolve such complaints within 8 weeks. If this is the case with your complaint, we will let you know.

If you remain dissatisfied with the outcome of your complaint, you may be able to refer your complaint to your local ombudsman. 

We will provide details of your local ombudsman (if available) with final response letters.

We use cookies to give you the best possible online experience. See our cookie policy for more information on how we use cookies and how you can manage them. If you continue to use this website, you are consenting to our policy and for your web browser to receive cookies from our website.