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How to make a complaint to Vitality


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If you’re unhappy with our service, please let us know so we can work to reach a resolution. We’re committed to resolving any concerns at the earliest opportunity, however more complex issues may take longer to investigate, but we’ll keep in touch during this process. You can read more about how we handle complaints by visiting our Complaints page.

If you need any additional support, whether long-term or temporary, please let us know how we can help, including as much detail as possible when you contact us. We’ll then ensure your plan is updated to reflect this, or we may reach out to you to discuss this further.

Health insurance

Email:
If your complaint relates to renewing or cancelling your plan, email customer_support@vitality.co.uk.

For complaints relating to Health claims, invoices or treatment, email: membercarerelations@vitality.co.uk

For complaints relating to points issues, Vitality partners and rewards, or login and registration issues, email: rewardrelations@vitality.co.uk

For other complaints relating to your plan email, such as administration issues, email: planservicingrelations@vitality.co.uk

Write:
VitalityHealth, PO Box 617, Darlington, DL1 9FF

Call:
0345 602 3523
Monday to Friday 8am to 7pm
Saturday 9am to 1pm
We will be closed on bank holidays

Call charge information
Calls to '03' numbers cost no more than a national rate call to an 01 or 02 number, whether from a mobile or landline. If you get inclusive 'free calls to local rate numbers' with your landline or mobile tariff, calls to '03' numbers will be included.

Life insurance

Email:

For complaints regarding a life plan including life claims, Serious Illness Cover, Income protection, please email: lifecomplaints@vitality.co.uk

For complaints relating to points issues, Vitality partners and rewards, or login and registration issues, email: rewardrelations@vitality.co.uk

Write:
VitalityLife Customer Services, Sheffield, S95 1BW

Call:
0345 601 0072
Monday to Thursday 8:30am to 6pm
Friday 8:30am to 5pm

Call charge information
Calls to ‘03’ numbers cost no more than a national rate call to an 01 or 02 number, whether from a mobile or landline. If you get inclusive ‘free calls to local rate numbers with your landline or mobile tariff, calls to ‘03’ numbers will be included.

Car insurance

If your complaint relates to the Good Driving Programme, please:

Email:
car@vitality.co.uk

Write:
VitalityCar, Distribution Compliance Hub, St Christopher House, 217 Wellington Road South, Stockport, Cheshire SK2 6NG

Call:
Good Driving Programme
0345 602 3523
Monday to Friday 8am to 7pm
Saturday 9am to 1pm

If your complaint relates to the Sale or Administration of a car insurance plan, please:

Email:
customer.relations@vitalitycar.co.uk

Write:
Customer Relations Team, VitalityCar, A&B Mills, Dean Clough, Halifax, HX3 5AX

Call:
Sale or Administration
0345 026 0010
Monday to Friday 8am to 7pm
Saturday 9am to 1pm

Call charge information
Calls to ‘03’ numbers cost no more than a national rate call to an 01 or 02 number, whether from a mobile or landline. If you get inclusive ‘free calls to local rate numbers with your landline or mobile tariff, calls to ‘03’ numbers will be included.

Investments

Email:
investcomplaints@Vitality.co.uk

Write:
VitalityInvest, Sheffield, S95 1DD

Call:
0800 0465 090*
Monday to Friday 9am to 5pm

Call charge information
* Calls to this number are free. If you’re calling from overseas, please dial 0208 161 9557. This call will be charged at your phone provider’s standard rate.