Complaints Process


Bolton & District Hospital Saturday Council, trading as UK Healthcare, is an Appointed Representative of Westfield Contributory Health Scheme Ltd (company number 303523) registered in England and Wales. Registered Office: Westfield House, 60 Charter Row, Sheffield, S1 3FZ.

The underwriter is Westfield Contributory Health Scheme Ltd (WCHS Ltd) and is registered in England & Wales company no. 303523. Westfield Health is the trading name of WCHS Ltd and is authorised by the Prudential Regulation Authority (PRA) and regulated by Financial Conduct Authority (FCA) and the PRA. The financial services registration number is 202609. The registered office is Westfield House, 60 Charter Row, Sheffield, S1 3FZ.Details of registration can be found at or by calling the FCA on 0800 1116768. Email:


This website and all policies detailed herein are only available to residents of the United Kingdom and are governed by the law applying to England and Wales.

Making a Complaint

We’re proud of the service we provide but know we might not get it right all of the time. When something goes wrong, we’d like to know so that we can try to put it right for you.

How to Complain

You can contact us with your concerns by phone, email or post.

Your complaint should be sent to the Customer Services Manager, UK Healthcare, PO Bolton, PO Box 335, S98 1BY. Alternatively, you may care to contact us by Email; or call us on 01204 522775.


We will try and resolve complaints straightaway.

When we receive your concerns we’ll:

  • Promptly acknowledge your complaint
  • Assign your complaint to a case handler to review and investigate
  • Keep you updated throughout
  • Provide you with a written response within eight weeks of receiving your complaint


If you’re not satisfied with our response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). You will have six months from the date of our final response letter to refer your complaint to the Ombudsman or you may lose your right to have the complaints investigated. The FOS may not consider complaints from certain types of customers. We would point out that the Ombudsman will only review complaints from ‘eligible complainants’ for which specific definitions apply. You should refer to the FOS for further guidance on this subject.


What is the Financial Ombudsman Service?

The Financial Ombudsman Service is an independent complaint resolution scheme. The FOS website recommends that you follow the process above before referring your complaint on to them, although you are able to ask them general questions regarding complaints at any time. The FOS service is free of charge. Please note that you have six months from the date of our final response letter to refer your complaint to the FOS.


The Financial Ombudsman Services can be contacted as follows:

Post: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR.

Telephone: 0800 023 4567 (free from a UK landline) or 0300 123 9123 (calls to this number cost no more than calls to 01 or 02 numbers). Please call +44 (0) 207 964 0500 if calling from outside the UK.