My Health Pal · Clear information
Complaints
Tell us what has gone wrong so it can be investigated.
Contact James Bradley first
Please contact James Bradley in the first instance at advice@myhealthpal.co.uk or 01453 621 250. You can also write to My Health Pal at Kestrel Suite, North 2nd B, The Wheelhouse, Bond’s Mill Estate, Stonehouse, Gloucestershire, GL10 3RF. Tell us what happened, when it happened and how you would like it put right. You do not need to use a particular form or pay to complain.
Our principal and the response process
My Health Pal is a trading style of MIP Group Ltd, an appointed representative of Clarity Insurance Services Limited. Clarity Insurance Services Limited is authorised and regulated by the Financial Conduct Authority, reference number 919083. We will arrange for your complaint to be considered through the applicable complaints process with our principal, Clarity Insurance Services Limited. Ask us for a copy of the full procedure. We will acknowledge your concerns, investigate the relevant information and explain the outcome and any next steps.
Taking your complaint further
For most insurance complaints, the business has up to eight weeks to provide a final response. If you are unhappy with that response, or have not received one within eight weeks, you may be able to refer the complaint to the Financial Ombudsman Service, free of charge. Eligibility and time limits apply. You normally need to refer it within six months of the date of the final response. The final response will explain referral rights.
Financial Ombudsman Service
Visit the Financial Ombudsman Service’s complaints guidance for its contact options and eligibility rules. Its time-limit guidance explains the normal deadlines and possible exceptions. The Ombudsman decides whether it can consider a complaint.
Financial Services Compensation Scheme
The FSCS is different from the Ombudsman: it may protect eligible customers when a regulated financial firm fails. Protection depends on the firm, product and circumstances. Eligible health-insurance claims against a failed insurer are generally protected at 90%, subject to FSCS rules. It is not a guarantee that every claim, complaint or excluded treatment is covered. Check FSCS insurance protection for details.
Help making a complaint
If you need an alternative format, assistance explaining your concern or support from a representative, contact advice@myhealthpal.co.uk or 01453 621 250. Please avoid sending detailed medical records in an initial email or WhatsApp message; we can discuss an appropriate way to provide anything needed.