Our Customer Care Policy

If at any time you are not completely satisfied with any aspect of our service, including the handling of claims, please write to our Customer Services Manager at our head office address below, quoting your policy number. We will fully investigate your claim and try to put matters right.

If you are unsatisfied with our response, please write to our Managing Director at the following address:

Freedom Healthnet
Bourne Gate
25 Bourne Valley Road
Poole
BH12 1DY

Telephone: 08703 50 40 30

Please note telephone calls may be recorded.

Our Commitment to You

• We will make sure all the information we give you will be clear, fair and accurate.
• We will always try to be fair and reasonable whenever you need the protection of this Policy.
• We will also act promptly to provide that protection.

If things go wrong

Whilst we will make every effort to maintain the highest standards, we recognise that there may be some occasions when we fail to satisfy the particular requirements of our customers. We therefore have in place procedures to investigate and remedy any area of concern. In such circumstances we promise:

• To acknowledge any formal complaint in 5 days or less.
• To have the issues reviewed by a person of appropriate seniority and authority.
• To identify the person managing your complaint in our original letter of response.
• To respond fully to your concern or complaint within a maximum of 28 days. If for any reason this is not possible, we will write to you promptly to explain why we have been unable to finalise the matter quickly. We will also let you know when we will contact you again.

If you still feel that we have been unable to resolve the matter to your satisfaction then please write to the Chairman and Chief Executive, at:

Alpha Insurance A/S
C/O 107 Leadenhall St.
London
EC3A 4AF

Telephone calls may be recorded.

Financial Ombudsman Service

If you are still unhappy following receipt of our final response, you can refer the dispute to the Financial Ombudsman Service who will review your case on an independent basis. The address is:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0845 080 1800

(Please note that the Financial Ombudsman is only able to intervene in respect of personal policyholders or small businesses with a turnover of less than £1m.)

Financial Services Compensation Scheme

Freedom Healthnet Ltd and Groupama Insurance Company Ltd are covered by the Financial Services Compensation Scheme (FSCS). This means that you may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim and would provide cover for 100% of the first £2000 and 90% of the remainder of the claim without any upper limit. Further information about compensation is available from the FSCS at www.fscs.org.uk or telephone 020 7892 7300.

If you take any of the action mentioned above, it will not affect your right to take legal action.

Tel: 0845 606 1234
www.fsa.gov.uk

Freedom Healthnet Ltd is authorised and regulated by the Financial Services Authority. Registration Number 312282.