What should I do if I have reason to complain?

 

We aim to provide you with a courteous and efficient service.

Providing you with clear and accurate information - whether in writing or by telephone - is an important part of our service. Our team of Customer Advisors is there to guide you through your Denplan membership.

If you are dissatisfied with the service we have provided or if you feel that we have made a wrong decision, we will of course try to address your concerns - your feedback is vital to helping us improve.

Please contact our team of Customer Advisors in the first instance and they will try to resolve your complaint. However if you are still unhappy with their response, then we invite you to contact:

• The Director of Customer Services

  Denplan Ltd

  Denplan Court

  Victoria Road

  Winchester SO23 7RG

We will acknowledge your complaint upon receipt, investigate it and respond to you within 10 working days. We will, of course, keep you informed if there is any unavoidable delay.

The Financial Ombudsman Service

The Financial Ombudsman Service will review your complaint if you remain dissatisfied after we have issued our final decision. Please note that the Financial Ombudsman Service will only review complaints that relate to the insurance element of your chosen dental plan. The address you need to write to is:

• The Financial Ombudsman Service

  South Quay Plaza

  183 Marsh Wall

  London

  E14 9SR

  Telephone: 0845 080 1800

  Email: enquiries@financial-ombudsman.org.uk

  Website: http://www.financial-ombudsman.org.uk

  
  

The Ombudsman will also not usually review a complaint where:

• we gave a final decision over six months ago
  
• your case already involves (or has involved) legal action
  

None of these procedures affect your legal rights.