Complaints and Dispute Resolution
Simplyhealth Funding Services (SFS) and Simplyhealth Venture One trading as Practi (Practi) is a consumer centric business. Whilst we strive to provide the best levels of service to all our customers, we understand that on occasion, things may go wrong. We respect the rights of our customers to raise a complaint or to provide feedback about the standard of service they have received.
We will consider all complaints in respect of the service we provide. Unfortunately, we are unable to consider complaints regarding the clinical treatments provided by your dentist or relating to their after treatment care. In these situations we ask customers to raise their complaint directly with their dentist.
How to raise a complaint
You can raise a complaint with us via the following methods:
We will do our best to resolve your complaint as quickly as possible. In order for us to do this, please include the following information in your communication with us where possible:
- Your name/address/Practi account details
- As much information about the complaint as you feel able to give
- Any particular actions you wish us to take in order to resolve your complaint
Where we cannot resolve your complaint within 3 business days of receiving it, we aim to provide you with a final response within 8 weeks of receiving your complaint.
You have the right to take your complaint to the Financial Ombudsman Service (FOS) if:
- The complaint relates to SFS/Practi’s regulated activities (introducing you to a lender for regulated finance); and
- You have not heard back from us within 8 weeks after you made your initial complaint; or
- We send you a communication providing your referral rights to the FOS
The Financial Ombudsman Service’s details
Financial Ombudsman Service
Address: Harbour Exchange Square, London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Web: www.financial-ombudsman.org.uk
You do not have the right to complain to the FOS for any reason relating to SFS/Practi’s unregulated activities.
