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.
Contact usProducts this includes:
The first step, should be to contact us. We will look into the matter as soon as possible, to see if we can resolve it quickly and fairly. However, if we’re not able to do so, a complaint can be escalated to the Customer Care Team where:
The Customer Care Team can be contacted directly at:
In the event you are not satisfied with the Customer Care Teams’ overall resolution and potential offer(s), you can 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:
If you’re looking to raise a complaint on behalf of someone else, there are some things you should know. Due to GDPR, in most instances, we won’t be able to discuss a policy with anyone who doesn’t already have clear written authority in place. While we’ll be happy to discuss any concerns raised, we may have to speak with the Policyholder directly before we can start looking into things.
If authority is already in place, you can follow the above process and we will look into things for you as soon as possible. Otherwise, we would still like to hear from you, but it’s a good idea to have the Policyholder nearby in case we need to speak with them before we can look into everything.
Products this includes:
The first step, should be to contact us. We will look into the matter as soon as possible, to see if we can resolve it quickly and fairly. As these are services which are provided by our trusted partners, we may need more time to investigate, as they will need to look into things first. However, we’ll be happy to help guide you through the process, and can provide the overall findings and outcome once everything has been looked into. In order to have a concern referred to a service provider, or to raise a complaint, please contact the Customer Care Team directly at:
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.
If you’re looking to raise a complaint on behalf of someone else, there are some things you should know. Due to GDPR, in most instances, we won’t be able to discuss a policy with anyone who doesn’t already have clear written authority in place. While we’ll be happy to discuss any concerns raised, we may have to speak with the Policyholder directly before we can start looking into things.
If authority is already in place, you can follow the above process and we will look into things for you as soon as possible. Otherwise, we would still like to hear from you, but it’s a good idea to have the Policyholder nearby in case we need to speak with them before we can look into everything.
This includes all services provided by BHSF Occupational Health (OH), who can be contacted directly at:
For other queries
Claim-related queries
Occupational health queries