At Freedom Health Insurance, our customers have the right to expect excellent customer service at all times. However, from time to time, things can go wrong and, when they do, we want you to tell us.

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How to contact Freedom Health Insurance

Phone: 0800 999 2013 or 01202 756 350

Email: complaints@fhi.co.uk

Post: County Gates House, 300 Poole Road, Poole, Dorset BH12 1AZ

We will investigate your complaint and provide you with our final decision within no more than eight weeks.

If you remain unhappy with our response, or if we have not replied within eight weeks, you may have the right to refer your complaint to the Financial Ombudsman Service.

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About the Financial Ombudsman Service (FOS)

The Financial Ombudsman Service provides a free and independent service for resolving complaints with financial services firms. The FOS will only consider your complaint if you have given us the opportunity to resolve the matter first and you must refer your complaint to the FOS within six months of our final decision letter.

If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the FOS believes the delay was as a result of exceptional circumstances.

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How to contact the Financial Ombudsman Service

Phone: 0800 023 4567 or 0300 123 9123

Post: Exchange Tower, Harbour Exchange, London, E14 9SR

More information about the Financial Ombudsman Service is available on its website at www.financial-ombudsman.org.uk

If you contact the FOS, this does not affect your right to take legal action if you are dissatisfied with, and do not accept, the outcome of the review.

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