Complaints
Complaints and Dispute Resolution
Denplan is committed to providing a high standard of service to our customers and dental practices. However, we recognise that sometimes things may not go as expected.
If you are unhappy with the service you have received, we want to hear from you so that we can investigate the issue and try to resolve it as quickly as possible.
Denplan works with Simplyhealth Funding Services Limited (SFS) to introduce customers to third-party lenders for treatment finance. Denplan is an Appointed Representative of Simplyhealth Funding Services Limited, which is authorised and regulated by the Financial Conduct Authority.
This page explains how to raise a complaint and how it will be handled.
What we can help with
Simplyhealth Funding Services will investigate complaints relating to the services provided by Denplan Limited or Simplyhealth Funding Services Limited, including matters connected with introducing customers to finance providers.
However, we are unable to investigate complaints relating to the clinical treatment provided by your dentist or dental practice. Complaints about dental treatment or aftercare should be raised directly with the dental practice that carried out the treatment.
Complaints about your loan agreement, application, or account should be raised with lender, Zopa Bank Ltd, trading as DivideBuy via [email protected]. Where appropriate, we will work with Zopa to ensure your complaint is handled expediently and by the correct party.
How to raise a complaint
You can contact us using any of the following methods:
Please email: [email protected] (please include your contact details and any relevant information about your complaint).
Request a callback
Please email: [email protected] with your phone number, and we will arrange for someone to contact you.
Post
Simplyhealth Funding Services Complaints
Anton House
Chantry Street
Andover
Hampshire
SP10 1DE
Information that may help us investigate your complaint
To help us investigate your complaint as quickly as possible, please include the following where available:
Your name and contact details
Your address or Dental Finance account details (if applicable)
A description of your complaint
Any supporting documents or information
Details of what you would like us to do to resolve the issue
How we handle complaints
We aim to resolve complaints as quickly as possible.
Where possible, we aim to resolve your complaint within three business days of receiving it. If we are able to resolve your complaint within this timeframe, we will send you written confirmation of the outcome.
If your complaint requires further investigation, we will acknowledge it and keep you informed of our progress. We aim to provide a final response within eight weeks of receiving your complaint.
Financial Ombudsman Service
If your complaint relates to regulated financial services activities carried out by Simplyhealth Funding Services Limited or Denplan Limited, such as introducing you to a lender for treatment finance, you may have the right to refer your complaint to the Financial Ombudsman Service if:
you are not satisfied with our final response; or
eight weeks have passed since you raised your complaint and we have not issued a final response.
The Financial Ombudsman Service is an independent organisation that helps resolve disputes between consumers and financial services firms.
Financial Ombudsman Service contact details
Financial Ombudsman Service
Harbour Exchange Square
London
E14 9SR
Telephone: 0800 023 4567
Email: c[email protected]
Website: www.financial-ombudsman.org.uk
Please note that the Financial Ombudsman Service can only consider complaints relating to regulated financial services activities.
Complaints relating to dental treatment
If your complaint relates to the dental treatment you received, including the quality of care or clinical outcomes, you should contact your dental practice directly.
Dental practices are responsible for the clinical care they provide and are best placed to review and respond to those concerns.
If you do not receive a response from the practice, or are unhappy with the outcome, the Dental Complaints Service (Dental Complaints Service) is a free, impartial organisation that may be able to provide support and advice.
Direct loan complaints to DivideBuy
We act as a credit broker and introduce customers to finance provided by DivideBuy, a trading name of Zopa Bank Limited.
If your complaint relates to your loan agreement, application, or account, please contact DivideBuy directly at [email protected]. Where appropriate, we will work with DivideBuy to ensure your complaint is handled expediently and by the correct party.
If your complaint relates to the introduction of finance or our services, please contact us at [email protected]
Denplan is a trading name of Denplan Limited. Denplan Limited is incorporated in England and Wales, company no. 01981238. Registered office: Anton House, Chantry Street, Andover, Hampshire SP10 1DE. Zopa Bank Limited 10627575 is incorporated in England & Wales and has its registered office at: 1st Floor, Cottons Centre, Tooley Street, London, SE1 2QG. VAT Number 281765280. DivideBuy's trading address is First Floor, Brunswick Court, Brunswick Street, Newcastle-under Lyme, ST5 1HH. © Zopa Bank Limited 2024. All rights reserved. Denplan Limited is an Appointed Representative of Simplyhealth Funding Services Limited. Financial Services Register number 195821. Denplan Limited is a credit broker and not a lender in respect of regulated credit agreements. Credit is arranged by Zopa Bank Limited trading as Dividebuy. Zopa Bank Limited trading as DivideBuy is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, and entered on the Financial Services Register 800542. Simplyhealth Funding Services Limited acts as a credit broker, not a lender and introduces patients to Zopa Bank Limited (company no.10627575). Credit is subject to status and affordability. Applicants must be aged 18 or over and resident in the UK. Missing payments may affect your ability to obtain credit in future. Please spend responsibly. Simplyhealth Funding Services Limited receives a commission from Zopa Bank Limited for these introductions. The commission may vary depending on the product and amount borrowed. This does not affect the amount payable by the customer or the interest rate offered. © Denplan Limited 2026. All rights reserved. Some of our services are provided by Third Party suppliers.