Simplyhealth Complaints Publication Report

Firm name: Simplyhealth Access
Group: N/A
Other firms included in this report: N/A
Period covered in this report: 1 January - 30 June 2017
Brands/Trading names covered: Simplyhealth 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
Banking
Home finance
General insurance pure protection	0.49	1,242	1,217	54.1%	45.8%	34%	Product Performance Features
Decumulation, life and pensions
Investments

What this means

From 1 January - 30 June 2017, we received 1242 complaints. This represents complaints from less than half a percent of our customer base. 1217 complaints have been closed (this figure includes a number of complaints that were outstanding at the beginning of January) 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 92% of complaints within four weeks, and 99.8% within the eight week timeframe*.

We only offer general insurance products, which is why some of the boxes in the above table are blank.

*Please note that there is a slight difference in the percentage due to the rounding to 1 decimal place

Our complaints process

We may not always get it right, but we're determined to improve. View pdfs of our complaints procedures

cash or dental plans