Making a complaint about Private and Independent Healthcare.

At Chrysalis Finance we aim to work with Independent Healthcare Providers (IHPs) that offer patients the best possible treatment and care. However, it can occasionally happen that patients are not fully satisfied with the care and service that they have received. If this is the case, patients have the right to have their concerns investigated. Patients who use Chrysalis Finance to pay for their treatment can be reassured that we ensure that we offer Conflict Resolution for them in one of two ways:

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

    As part of our patient promise, Chrysalis Finance 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.

  2. Providing an Independent Adjudication Service:

    Where an IHP is not registered with ISCAS, Chrysalis Finance 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.

How to make a complaint

At Chrysalis, we are committed to providing a quality service. If you have a query or would like to provide some feedback, please visit our contact us page.

If you are not satisfied with any product or service you have received from us, our internal complaint handling procedures are there to deal with your concerns on the rare occasions when things go wrong. Further information is available which provides details of our customer complaints procedure, this will be sent to you on request or if you make a complaint.

We value our customers extremely highly and take all customer complaints seriously. When a complaint is received we always aim to investigate it quickly, in order to identify the root cause, prevent any re-occurrence and, wherever possible, resolve the complaint to the customer’s satisfaction. We always apologise for mistakes or instances where our service did not meet our usual high standards.

Should you have a complaint, or if you are dissatisfied in any way, please email our team on – complaints@chrsyalisfinance.com

Alternatively, you can write to us at the following address:      

At Chrysalis, we are committed to providing a quality service. If you have a query or would like to provide some feedback, please visit our contact us page.

If you are not satisfied with any product or service you have received from us, our internal complaint handling procedures are there to deal with your concerns on the rare occasions when things go wrong. Further information is available which provides details of our customer complaints procedure, this will be sent to you on request or if you make a complaint.

We value our customers extremely highly and take all customer complaints seriously. When a complaint is received we always aim to investigate it quickly, in order to identify the root cause, prevent any re-occurrence and, wherever possible, resolve the complaint to the customer’s satisfaction. We always apologise for mistakes or instances where our service did not meet our usual high standards.

Should you have a complaint, or if you are dissatisfied in any way, please email our team on – complaints@chrsyalisfinance.com

Alternatively, you can write to us at the following address:

Complaints Team
Chrysalis Finance Limited,
PO Box 404
Alderley Edge
Cheshire
SK9 0EA

Need some more help?

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 we can understand if there is anything more we can do.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of your final response letter.

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 the Ombudsman believes that the delay was as a result of exceptional circumstances.

Further information can be found at: www.financial-ombudsman.org.uk/consumer/complaints.html

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

0800 023 4567

0300 123 9123

complaint.info@financial–ombudsman.org.uk