Frequently asked questions

Read our FAQs
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Useful documentation

See downloads
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Video guides

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Useful documentation

Scheme Rules

PDF /

Adjudication Process Flowchart

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Guidance Notes for Adjudication

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How to complain to your provider

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How to make an effective claim to CEDR

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Guidance

The outcomes

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.

Useful links

Benenden Health website

The steps you must take before submitting a complaint

Contact the company
1

Contact the company

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

Get in touch
2

Get in touch with FOS

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.

Get touch CEDR
3

Get in touch with CEDR

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

Make a complaint
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Are you a business?

CEDR can provide dispute resolution services for businesses in most sectors.

  • Fast, and cost effective solutions
  • Provided at a sustainable cost
Find Out More