Simplyhealth Complaints Publication Report


Firm name: Simplyhealth Access
Group: N/A
Other firms included in this report: N/A
Period covered in this report: 1st January 2023 to 30th June 2023
Brands/Trading names covered: Simplyhealth, Simplyhealth Access and Denplan


   Number of complaints opened per 1000 policies in force Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Home finance               
General insurance pure protection       1.28 3,121 3,544 28%  71% 34% Product performance/features
Decumulation, life and pensions              

What this means

Between 1 January and 30 June 2023, we received 3121 complaints. This represents complaints from just under 2% percent of our customer base. 3544 complaints have been closed with 34% being resolved in the customer's favour. The FCA requires Simplyhealth and other financial services organisations to resolve complaints within eight weeks. Simplyhealth closed 99% of complaints within the eight-week timeframe.

Our complaints process

We may not always get it right, but we're determined to improve. You can refer to our complaint process below.