Plutus Health Complaints Policy

Legal and Complaints

The Gwent Hospitals Workmen’s and Contributory Fund trading as Plutus Health is limited by guarantee and registered in Wales (number 534054).

Registered office: 13 Cardiff Road, Newport NP20 2EH

Plutus Health is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Our register number is 202166. We are required to give this information to you. Please use the information provided to decide if our services are right for you

You can check our details on the Financial Services Register by visiting their website www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.

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

We know that the speed, quality of response and simplicity of the application and claim process are important factors in the consideration of health plans.

The aim of Plutus Health is to make everything as easy as possible. We are not only committed to providing value for money plans, we are dedicated to giving you excellent service – from the initial application to simple and quick turnaround of qualifying cash benefit payments and long term management of your plan, all at no extra cost to you.

Plutus Health is extremely proud of the service that we offer our customers. However, we recognise that sometimes things can go wrong. The following provides information about how to make a complaint in relation to the products or services provided by Plutus Health. By following this simple procedure we can ensure your concerns are dealt with as quickly and effectively as possible.

How to complain

If you wish to register a complaint, please contact us either by writing to the Chief Executive, Plutus Health, 13, Cardiff Road, Newport NP20 2EH, or by email admin@plutushealth.co.uk, or call us on 01633 266152

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.

What Plutus Health will do

If we cannot resolve your complaint immediately we will write to you, within five working days, to acknowledge receipt of your complaint. We will then investigate your complaint and aim to send you our full written final decision within 15 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. If we are unable to resolve your complaint within 15 working days we will write to you to confirm that we are still investigating your complaint.

On completion of our investigation or within eight weeks of receiving your complaint, whichever is the earlier, we will either send you a Summary Resolution Communication detailing the results of our investigation or send you a letter advising that we have been unable to complete the review of your complaint.

If you are not happy with the outcome of your complaint

If you remain dissatisfied after receiving our final decision, or after eight weeks you do not wish to wait for us to complete our review, you may refer your complaint to the Financial Ombudsman Service.

You can write to them at: The Financial Ombudsman Service, Exchange Tower, London E14 9SR or call them on Freephone 0800 023 4567 (calls to this number are now free on mobile phones and landlines) or 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers). These numbers may not be available from outside the UK – so from abroad use +44 20 7964 0500. You can also text on 07860 027 586.

E-mails can be sent to: complaint.info@financial-ombudsman.org.uk .

For more information you can visit www.financial-ombudsman.org.uk.
Your complaint will be dealt with confidentially and will not affect how we treat you in the future.

Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure does not affect your right to take legal action.

If you require assistance or clarification at any stage of the complaint process, do not hesitate to contact us.

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