Simplyhealth Complaints Publication Report


Firm name: Simplyhealth Access
Other firms included in this report: N/A
Period covered in this report: 1st July 2023 to 31st December 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       0.97 2,307 2,341 35%  64% 30% Product performance/features
Decumulation, life and pensions              

What this means

Between 1 July and 31 December 2023, we received 2307 complaints. This represents complaints from just under 1% percent of our customer base. 2341 complaints have been closed with 30% 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.