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 (FOS) that it cannot consider the complaint. The exception to this rule is if the dispute relates to the Benenden Healthcare Lite product.

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.

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