Complaints
There are two separate routes, depending on what your complaint is about. Complaints about what we have published come to us. Complaints about regulated insurance services go to PremierPMI, which has a formal FCA complaints procedure.
Which route applies
- About something we have published — a factual error, an out-of-date figure, an unclear or unfair explanation, or how we handle your personal information. That comes to The Health Guide.
- About regulated insurance services — advice you were given, a policy recommendation, or how a claim was handled. That goes to PremierPMI, which has a formal FCA complaints procedure and a route to the Financial Ombudsman Service.
Corrections and complaints about this publication
Email info@thehealthguide.co.uk or write to The Health Guide, 36 Glenwood Road, Mill Hill, London NW7 4LJ.
Please include, where you can:
- The page address, and the sentence or figure you are questioning.
- What you believe is wrong, and any source that supports it.
- How you would like us to reply.
What happens next
- We acknowledge your message within 5 working days.
- The editor reviews the guide against its sources, with the named author and reviewer where needed.
- We reply within 20 working days with our conclusion. If we need longer, we tell you why and when to expect an answer.
- Where we are wrong, we correct the guide, update its review date and note the change. Significant corrections are recorded openly rather than quietly edited away.
Complaints about how we handle your personal information follow the same route; you also have the right to complain to the Information Commissioner's Office at ico.org.uk. See our privacy policy.
Complaints about PremierPMI
PremierPMI is a trading style of Tesha Family Ltd, authorised and regulated by the Financial Conduct Authority (FRN 1029667). Complaints about advice, policy recommendations or claims handling are dealt with under its FCA complaints procedure.
- By phone: 020 4525 0884 (Monday to Friday, 9:00am to 5:30pm)
- By email: contact@premierpmi.co.uk — mark the subject line "Complaint"
- In writing: Complaints Officer, PremierPMI, 36 Glenwood Road, Mill Hill, London NW7 4LJ
Their process
- Written acknowledgement within 5 working days, naming who is handling it.
- A senior adviser reviews the file, the advice given and any insurer correspondence.
- If it cannot be resolved within 8 weeks, they write to explain why and when to expect a final response.
- A final response sets out the findings in writing and any remedy or redress.
Escalating to the Financial Ombudsman Service
If you are not satisfied with PremierPMI's final response, or 8 weeks have passed since they received your complaint, you can refer the matter to the Financial Ombudsman Service — a free, independent service for disputes between consumers and UK financial services firms.
- Exchange Tower, London E14 9SR
- 0800 023 4567 (free)
- complaint.info@financial-ombudsman.org.uk
- financial-ombudsman.org.uk
You must refer your complaint to the Ombudsman within six months of the date of the final response. You can check regulatory status on the FCA Register.
The Financial Ombudsman Service considers complaints about regulated financial services. It does not handle complaints about what we publish here — those come to us.