Terms & Conditions

Complaints Procedure

Premium Medical Protection will always do its best to provide a high level of service and customer care. However, sometimes things go wrong, and we may fail to meet expectations. Our internal complaints procedures allow us to deal with customer dissatisfaction fairly, effectively and promptly. If you believe we have let you down, please contact us:

How we handle complaints

  • We will acknowledge a complaint promptly and in writing.
  • In the first instance, we aim to resolve a complaint informally, within 3 business days of receipt.
  • We will provide the name and contact details of the person dealing with a complaint.
  • Where we are unable to resolve a complaint informally, we will conclude our investigation and provide a final response letter detailing our findings within the regulatory 8 week period.
  • If a customer remains unhappy with our response they can refer the matter to the Financial Services Ombudsman (FOS).

The Financial Ombudsman Service (FOS)

A customer must raise a complaint with FOS within six months from the date on a final response letter. The FOS is an independent service for settling disputes between consumers and businesses providing financial services in the UK. 

Making a complaint does not affect your right to take legal action.

You can find more information at www.financialombudsman.org.uk.

Financial Services Compensation Scheme (FCSC)

We are covered by the Financial Services Compensation Scheme.

You can obtain more information about the scheme from the Financial Services Compensation Scheme (10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU) and on their website at www.fscs.org.uk