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Compliments and complaints

Whether it is good or bad, we want to hear about your experience with Freedom.

Our commitment to you

We are committed to always providing a great level of service and we constantly want to be better. If you want to share your opinion, we are here to listen. Whether it’s a compliment, a complaint or just a suggestion, find out below how to get in touch.

Happy with our service?

If you would like to share your appreciation for a member of our staff, our service or something else, you can reach us on 0800 999 2013* or by email at [email protected].

Making a complaint

We are sorry that you are not satisfied with any aspect of our service. We shall work to correct matters as quickly as possible and, where appropriate, take steps to prevent the problem happening again. We value our customers and your feedback can help us improve the products and services we offer to you.

You can raise your concerns by email to [email protected] or by post at:

c/o Managing Director
Freedom Health Insurance,
County Gates House
300 Poole Road,
Poole BH12 1AZ
United Kingdom

You will need to tell us:

  • Your policy/claims details
  • What’s gone wrong
  • What you want us to do to put things right

Your complaint will be investigated by an employee not involved in the subject matter of the complaint. We aim to resolve most complaints within three working days following receipt of the complaint. If we cannot resolve the complaint within this time because we need to carry out more in-depth investigations, we shall:

  1. Acknowledge your complaint in writing within 5 working days with either a full response or information about the progress of the matter and a contact name for future reference.
  2. Provide you with a final response and redress (if appropriate), within four weeks of receipt of your complaint.

In some circumstances, a complaint may require more in-depth investigations and therefore a longer timeline to resolve will apply. We aim to resolve such in-depth complaints within eight weeks and we will inform you if this is the case with yours.

If you’re not happy with our response and feel we’ve not considered all your issues or you can provide further information, please let us know and we’ll be happy to review. However, once a final decision letter is issued, the matter would be considered completed and no further responses will be issued.

What to do if you are not happy with the outcome of your complaint

If you’re not satisfied with the result of your complaint, you may have the right to refer to the Financial Ombudsman Service who provides an independent and confidential service that is free and impartial. Whilst we are bound by their decision, you are not and contacting them will not affect your legal rights.

The Financial Ombudsman Service
Exchange Tower,
Harbour Exchange,
London E14 9SR

Telephone:  0800 023 4567* (Mon-Fri 8am to 8pm, Sat 9am to 1pm)

Online complaint form: https://www.financial-ombudsman.org.uk/contact-us/complain-online

Website: http://www.financial-ombudsman.org.uk