Making a complaint

Making a Complaint

At Chrysalis, our customers are at the heart of everything we do, and we are committed to providing you with the best possible service. We take accountability and want to make sure that we deliver on our promises, but we realise that sometimes things don’t always go to plan and that we may need to put them right.

We value our customers extremely highly and take all customer complaints seriously, so when a complaint is received, we aim to investigate it quickly in order to resolve it to your satisfaction. We always apologise for our mistakes or if our service did not meet our usual high standards.

Should you have a complaint, or if you are dissatisfied in any way, please contact us:

By email to: complaints@chrysalisfinance.com,

By phoning us on our low-cost number 0333 32 32 230, or

By writing to us at:

Chrysalis Healthcare Group,

PO Box 404,

Alderley Edge,

Cheshire,

SK9 0EA.

Or by completing the below contact form.

Chrysalis Healthcare Group Limited (“Chrysalis”) is registered in England, company number 11018685. Its registered office is at 1 Worsley Court, High Street, Worsley, M28 3NJ.

Members of the Chrysalis Healthcare Group:

Chrysalis Finance Limited (“Chrysalis Finance”) is registered in England, company number 6541664. Its registered office is at 1 Worsley Court, High Street, Worsley, M28 3NJ. It is authorised and regulated by the Financial Conduct Authority under Firm Reference Number 631193 and it is registered with the Information Commissioner’s Office under reference ZA007247.

Financing First Limited (“Dental Finance”) is registered in England, company number 04114714. Its registered office is at 1 Worsley Court, High Street, Worsley, M28 3NJ. It is authorised and regulated by the Financial Conduct Authority under Firm Reference Number 720098 and it is registered with the Information Commissioner’s Office under reference Z6015142.

TreatmentPay Limited (“TreamentPay”) is registered in England, company number 12822532. Its registered office is at 1 Worsley Court, High Street, Worsley, M28 3NJ. It’s registered with the Information Commissioner’s Office under reference ZA927796.

For the purpose of this complaints procedure, ‘us’, ‘we’ and ‘our’ refer to Chrysalis and all of its associated trading division names, members and product brands.

Complaints About Private and Independent Healthcare Providers

If we receive a complaint which is the responsibility of one of our Independent Healthcare Providers (IHPs), your concerns will be referred to them in writing within 5 working days.

We will also write to you confirming that your complaint has been passed on, and we will include the IHP’s details.

We aim to work with IHPs that offer patients the best possible treatment and care. However, it can occasionally happen that patients are not fully satisfied with the service they have received. If this is the case, patients have the right to have their concerns investigated.

Patients who use Chrysalis to pay for their treatment can be reassured that we ensure that we offer Conflict Resolution for them in one of two ways:

Through working with IHPs that are registered with The Independent Sector Complaints Adjudication Service (ISCAS):

As part of our patient promise, Chrysalis is fully committed to working with IHPs that are registered with ISCAS. This service provides a framework for the management of complaints made by patients, and others on their behalf, about the provision of healthcare services provided by an IHP.

Providing an Independent Adjudication Service:

Where an IHP is not registered with ISCAS, Chrysalis will provide an Independent Adjudication Service on behalf of patients. The Adjudication body consists of leading clinical advisors in all ranges of medical and dental disciplines to resolve disputes using the ISCAS framework.

Other Complaints

If you are not satisfied with any product or service you have received from Chrysalis, our internal complaint handling procedures are there to deal with your concerns on the rare occasions when things go wrong.

Many complaints can be resolved quickly by one of our Customer Helpline Advisors, but there may be occasions where we need more time to investigate and resolve your issue.

We will acknowledge your complaint in writing within 5 working days.

Whilst your complaint is being investigated, you will receive regular updates on the progress of the investigation, both by telephone and in writing.

We aim to resolve your complaint at the earliest opportunity. However, if we are unable to resolve it within eight weeks of receipt we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution.

We want to be able to resolve your complaint to your full satisfaction. However, if you feel our response to your complaint does not fully address all your concerns, please let us know, so that we can understand if there is anything more we can do.

Complaints Regarding Finance

If you are not satisfied with our response to your complaint you can refer the matter, free of charge, to the Financial Ombudsman Service.

You must do so within six months of the date of our final response letter to you. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances, for example, if he believes that the delay was as a result of exceptional circumstances.

The Financial Ombudsman can be contacted:

In writing to: Financial Ombudsman Service, Exchange Tower, London E14 9SR,

By phoning free phone 0800 023 4567 or low-cost number: 0300 123 9123, or

By email to: info@financial–ombudsman.org.uk

Further information can be found on the Financial Ombudsman website at: www.financial-ombudsman.org.uk/consumer/complaints.html

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Making a complaint