BHSF takes all matters regarding customer service and complaints handling particularly seriously. We hope that any disagreements, misunderstandings or queries can be resolved fairly, quickly and amicably at the time they are raised. However, we understand that in some instances, an issue cannot be concluded immediately or satisfactorily. In these cases, the individual is entitled to escalate their concerns to a formal complaint.
Customer Care
Complaints
Contact us for the following products/services
FCA regulated products/ services
This includes the following products/ services: Health Cash Plans, Care4 (Life insurance), Plan4Life (Cancer cover), Pay4Sure (Sick pay insurance), Personal Accident and dedicated Physiotherapy Plans.
The first step, should be to Contact Us, where we may be able to fully look into the matter immediately and resolve everything amicably straight away. However, if we’re not able to do so, a complaint can be escalated to the Customer Care Team where:
- A dedicated case handler from our Customer Care Team will take ownership.
- We will contact the eligible complainant to discuss the concerns raised.
- They will receive a prompt acknowledgement in writing (post or email).
- A full investigation will be conducted.
- Our written ‘Findings & Resolution’ will be sent within 8 weeks, although we aim to resolve any concerns much sooner.
The Customer Care Team can be contacted directly at:
Email: [email protected]
Letter: 13th Floor, 54 Hagley Road, Birmingham, B16 8PE
Telephone: By asking to speak to them when ringing our Helpdesk on 0121 454 3601.
In the event an individual is not satisfied with the Customer Care Teams overall resolution and potential offer(s), they are able to refer the complaint to the Financial Ombudsman Service (FOS) for independent adjudication. Such adjudications are binding on BHSF and will be complied with fully.
Anyone is able to ask the FOS general questions regarding complaints at any time, but we would like to hear from you first to see if we can resolve everything quickly beforehand. The FOS is free of charge, but please note that all individuals have 6 months from the date of our ‘Findings & Resolution’ to refer a complaint to the FOS.
The FOS can be directly contacted at:
Website: https://www.financial-ombudsman.org.uk/consumers/how-to-complain
Letter: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR
Telephone: 0800 023 4567 (free from a UK landline) or 0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers). Please call +44 (0) 207 964 0500 if calling from outside the UK.
Non-FCA regulated products/ services
This includes the following stand-alone services, which are not included as a part of a Health Cash Plan, such as: Employee Assistance Programme (EAP), BHSF Rise, BHSF Connect, GP Helpline and Network Benefits.
The first step, should be to Contact Us, where we may be able to fully look into the matter immediately and resolve everything amicably straight away. However, if we’re not able to do so, it may require escalating or referring to one of our Service Providers, who will investigate the concerns thoroughly, with the overall findings provided by a dedicated Customer Success Account Manager.
In order to have a concern referred to a Service Provider, please contact the Customer Care Team directly at:
Email: [email protected]
Letter: 13th Floor, 54 Hagley Road, Birmingham, B16 8PE
Telephone: By asking to speak to them when ringing our Helpdesk on 0121 454 3601.
The Customer Care Team may require additional information before a referral can take place, but they will contact you in the event this is needed.
BHSF Occupational Health (OH)
This includes all services provided by BHSF Occupational Health (OH), who can be contacted directly at:
Email: [email protected]
Letter: 13th Floor, 54 Hagley Road, Birmingham, B16 8PE
Telephone: 0333 344 3800
For other queries
Claim-related queries
0121 454 3601, and ask to be transferred through to a member of our Claims Services Team.
