1. How to Make a Complaint
If you are dissatisfied with any aspect of our service, we encourage you to contact us through one of the following methods:
Email: Send your complaint to [email protected], and include as much detail as possible, including your registration number (if applicable) and contact information.
Phone: You can call us at 0333 577 0408 during our business hours: 9am-5pm Monday – Friday.
Contact Form: Visit our Contact page and fill out the form, selecting “Complaint” as the subject.
Post: If you prefer to write to us, please send your complaint to:
Plan4Health,
Suite 4 Block A,
Victoria Doc,
Caernarfon,
Gwynedd,
LL55 1TH.
We aim to acknowledge your complaint within 5 working days and provide an initial response within 10 working days of receipt.
2. Information to Include
To help us resolve your complaint efficiently, please provide the following information:
Your name and contact details (email or phone number)
A clear description of your complaint, including dates, if applicable
Any relevant reference numbers (e.g., order number or account number)
Copies of any relevant correspondence or documents
3. Our Complaints Handling Process
Once we receive your complaint:
Acknowledgement: We will acknowledge your complaint within 5 working days of receipt, providing a reference number for further communication.
Investigation: Your complaint will be thoroughly investigated by a member of our team.
Response: We aim to resolve most complaints within 10 working days. If a longer investigation is required, we will keep you informed of the progress and provide an estimated resolution time.
Resolution: We will contact you with the outcome of your complaint and any action we plan to take. If you are satisfied with the resolution, we will close the complaint.
4. What If You Are Not Satisfied?
Alternatively, if your complaint remains unresolved after our review process, you may be able to refer the issue to the following external bodies, depending on the nature of the complaint:
Ombudsman Services: For certain types of complaints, you may also be able to contact the relevant Ombudsman, such as The Financial Ombudsman Services.
5. Commitment to Improvement
We review all complaints to ensure that any recurring issues are addressed, and we use your feedback to continually improve our services.
Plan4Health values your feedback and thanks you for helping us to improve our service. If you have any questions about this process, please don’t hesitate to contact us.