Complaint Procedure

At Co-operative Flexible Benefits each of our customers is important to us, and we believe you have the right to a prompt and courteous service at all times.

Once we are in receipt of your complaint we will deal with it promptly, effectively and in a positive manner. All complaints will be investigated independently, therefore ensuring your complaint is fairly resolved. We will try to resolve your complaint as soon as possible, however, these are the maximum timescales you can expect.

Complaints Procedure

1) We will acknowledge your complaint within 3 working days of receipt.

2) We will allocate an independent investigating officer who will look into the concerns you have raised and will send a formal response to you, along with details of what our next steps are. This communication will be sent within 5 working days of our acknowledgement to you.

3) We will send a final response to you within 5 working days of the formal response. The final response will detail the investigation undertaken and the outcome of your complaint.If your complaint is of a complex nature or we have been unable to provide you with a final response within this timescale, we will write to you explaining why and advise you when you can expect a final response.

4) If you are not satisfied with the outcome of the complaint or with the time it has taken to resolve your complaint you can write to:

Co-operative Flexible Benefits Group General Manager
The Midcounties Co-operative,
Co-operative House Warwick Technology Park,
Warwick, CV34 6DA