Our staff are working remotely from home so please do not post anything to the office, until further notice. However, any post that is sent in will be processed within 10 working days. If possible, customers are advised to email [email protected] if they require advice or support. Alternatively, our call handlers are available to assist from 9am to 5pm Monday to Friday.  Please note that there may be some delays in the processing and resolution of cases. We apologise for any inconvenience this may have caused.

What is the Benenden Health Scheme?

The Independent Adjudication Scheme for Consumers provides an informal and independent way of adjudicating disputes between Benenden Health and their members (customers).

The Scheme is provided free of charge to customers as such Benenden Health pay CEDR to conduct this adjudication work. Once CEDR finalise their review, the matter is closed with no further reviews or appeals available under any circumstances.

If an adjudicator decides to uphold in full or in part a customer's complaint, and the customer accepts the decision in full, one or more of the following remedies are available under this scheme:

A product or service;

Something to be done about a bill or bills;

Some practical action to be taken;

A payment which must total no more than £10,000.00 (including VAT). This sum includes any claims for compensation, refunds, credits and/or waivers.

The steps you must take before submitting a claim

Step 1.

A customer raises the complaint with the company in the first instance.

Step 2.

If the matter is unresolved, the customer must get written confirmation from the Financial Ombudsman Service that it cannot consider the complaint.

Step 3.

If after being notified that the Financial Ombudsman Service is not the appropriate forum, the customer can come to CEDR for independent adjudication.

Ready to submit a complaint?

Complain now

Need additional assistance?

Please call us and we will provide the support that you need

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