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 July - 31 December 2016
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


Percentage upheld


Main cause
complaints opened


Home finance

General insurance pure protection







Other general admin and customer service

Decumulation, life and pensions




What this means

From 1 July - 31 December 2016, we received 1186 complaints. This represents complaints from less than half a percent of our customer base. 1208 complaints have been closed (this figure includes a number of complaints that were outstanding at the beginning of July) 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 99.7% within the eight week timeframe.

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

Our complaints process

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

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