Making a complaint

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Making a complaint

At WPA we aim to offer the highest standards of service, but mistakes can occasionally happen anywhere. We want to ensure that our complaints procedure is straightforward to follow.

We define a complaint as

"Any expression of dissatisfaction, whether justified or not, which alleges that the person concerned has suffered (or may suffer) financial loss, material distress or material inconvenience."

How do I make a complaint?

This process is overseen by the Director of Legal Affairs.

If you feel that you wish to make a complaint your first action should be to write, e-mail or telephone a WPA member of staff or the Appointed Representative you have been dealing with and ask them to refer the matter to the appropriate level of management for review.

Reviewing your complaint

Your case will be referred to a senior member of staff who will objectively review your complaint. This review will look at all of the facts pertaining to your case. It will involve examination of the correspondence and relevant telephone conversations and if necessary, we may seek further information from your GP and/or specialist(s) or any other relevant parties. This will ensure that we have all the information which is material to your complaint. This review will detail the events which lead to our decision and itemise any key findings from the review. Once the review has been completed we will issue our final decision to you by letter or email and this will confirm whether we feel your complaint is justified or not.

What happens if I am still dissatisfied?

If you are not happy with the outcome, or feel that your complaint has not been satisfactorily resolved, we believe you should have the opportunity to refer your complaint to an independent body. WPA is a member of the Financial Ombudsman Service (FOS) which provides an independent and impartial method of resolving certain disputes between insurers and policyholders. We will provide their contact details in our final decision letter or email along with one of their leaflets.

Is there any restriction on referring my complaint to the Ombudsman?

No. The Ombudsman will need to know that you have given us the chance to put things right and cannot investigate your complaint if you have not contacted us, unless there is a legal imperative which overrides this.

The Ombudsman´s address is:

Financial Ombudsman Service
Exchange Tower
E14 9SR.

Telephone: 08000 234 567

or email

If your complaint involves a sum of money which you feel we should pay, we will as a gesture of good faith, pay the disputed amount to your private practice solicitor to be held in an interest bearing client account until the Ombudsman has made a decision. If the Ombudsman decides in your favour the money (and any interest) will be released to you. If not, it (and any interest) will be returned to us. We must accept the Ombudsman´s decision.