Health Shield's Internal Complaints Procedure
We at Health Shield take great pride in our high levels of customer service, but from time to time things can still go wrong. If you feel the need to complain to us, our Internal Complaints Procedure will ensure that your problem is dealt with quickly, fairly and impartially.
You can complain to us by doing one of the following:-
If we can't sort out your query immediately, we will try to resolve your complaint by the close of business on the next working day. Where this is not possible, we will acknowledge receipt of your complaint in writing, explain the reason for the delay and tell you who is investigating your complaint should you want to contact them.
If we are not able to provide you with our response after four weeks we will write to you to explain why. We will keep you updated throughout the whole process but if we still cannot give you our response after a further four weeks we will write to you again with a full explanation.
If you are not satisfied with our response to your complaint (or if we have not been able to provide you with a response within eight weeks), you are then entitled to take your complaint to the Financial Ombudsman Service (FOS). We will remind you of your right to do this in our letters to you, and provide you with contact information.
The FOS provides consumers with a free and fully independent service for resolving disputes with financial organisations. They will only deal with your case after you have given us the opportunity to address your complaint ourselves, and you must refer your complaint to them within six months.
In addition to following the internal complaints procedure, members can appeal directly to Health Shield's Board of Management, but we are legally obliged to comply with any decision already made by the FOS.