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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.

If you bought your policy through a broker

If you purchased your Freedom Health Insurance policy through a broker and you are unhappy with the way your policy was sold to you, you should contact your broker and ask them to investigate the matter. Your broker will have their own complaints process and you can ask for a copy of this.

If your complaint is about the way your policy is administered, regardless of which broker sold it to you, please get in touch with Freedom Health Insurance using the details below.

If you bought your policy directly from Freedom Health Insurance

If your policy was sold to you directly by Freedom Health Insurance, and you are unhappy with any aspect of our service, including the way it has been administered, you can raise your concerns by writing to us using the contact details below.

You can complain 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

What happens next?

After we receive your complaint, we will respond in writing within five working days to let you know who will be investigating your complaint and what will happen next. We will then aim to provide you with a final response within four weeks of receipt of your complaint.

If we agree with your complaint, we will let you know what steps we will take to put things right. If we believe your concerns cannot be justified, we will tell you in writing why we can’t accept your complaint.

In some circumstances, a complaint may require more in-depth investigations and we will need a longer time to investigate the complaint. We aim to resolve these more in-depth complaints within no more than eight weeks. We shall tell you if this is the case with your complaint.

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

If you remain dissatisfied with the outcome of your complaint, and you are an eligible complainant, you may have the right to refer to an Alternative Dispute Resolution (ADR) service. This will depend on the nature of your complaint and who the underwriter of your policy is. We will provide further information on how to refer your complaint to an ADR service when we send you our final decision letter.