How to make a complaint

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 start a complaint by doing one of the following:

- Write to us at our head office address:

Health Shield Friendly Society 
Electra Way

- Telephone us on 01270 617723
- Contact us via email –
- Complete and submit the online complaint form below 


If we can’t resolve your complaint immediately, we'll strive to do so by the close of three business days following the date of receipt. Where this is not possible, we'll send you a written acknowledgment of your complaint within five business days, to inform you of the next steps involving your complaint.


Below are our timescales and your options should you be unhappy with the outcome of the final response letter:

  • We aim to respond to your complaint within four weeks. However, if we're not able to provide you with our response after four weeks, we'll write to you to explain why.
  • We’ll keep you updated throughout the whole process, writing to you to fully detail our investigation into your complaint and our subsequent findings. In the unlikely event that we’re unable to provide you with a final response after eight weeks, we will inform you as such in writing.
  • If you're unhappy with our response, or we fail to respond to your complaint within eight weeks, you can refer your complaint to the Financial Ombudsman Service. The details of the Financial Ombudsman Service will be included within the final response letter. However, if you don’t have this to hand you can refer to the Financial Ombudsman Service – details below.

Financial Ombudsman Service
Exchange Tower
E14 9SR
Tel: 0300 123 9 123
Tel from outside the UK: +44 20 7964 0500