Making a Complaint
The Financial Ombudsman Service
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WPA is a member of the Financial Ombudsman Service (FOS) , an independent organisation that mediates and protects customers interests when disputes arise with their insurer, or financial services provider. |
WPA takes any complaint received very seriously and has a strong reputation for fairness in support of our customers. Our internal complaint procedure means that senior management within WPA are directly involved. This assists us to ensure when errors are made, we can make improvements so these are avoided in the future.
The FOS has the power to make awards if they find that the policy holder has been unfairly or wrongly treated.
The insurer is bound by the Financial Ombudsman´s decision, however, it does not affect the policyholder's right to take legal action if they wish to do so.
In the last 17 years, WPA has settled claims in excess of £1.2 billion. In this same period, out of the complaints that we have not been able to settle internally and were therefore submitted to the Financial Ombudsman Service, only 8 have been upheld against WPA - with none, not one, over the last 12 years. This is a record of which we are extremely proud.
If you have a complaint
It is certainly frustrating when things go wrong. However we take it for granted that any reputable company will strive to get things right. It is important to us that you know what you can do if you feel that WPA are in the wrong.
First bring it to WPA's attention. The FOS cannot help a policyholder until they have followed the insurer's internal complaints procedure. You can view our process here.
Once the final decision has been made and confirmed in writing by the insurer, the policyholder is asked by the FOS to send them the decision letter and details of their complaint. The insurer is then asked to forward the policyholder's file to the FOS; the case is then passed to a case handler for investigation.
Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London,
E14 9JR.
Telephone: 0845 080 1800
or email complaint.info@financial-ombudsman.org.uk
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 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. However, you may take further action if you wish, as your legal rights are not affected. We have a free leaflet, which explains what the Ombudsman does and we will be pleased to send you a copy if you ask for one.
The laws of England will apply if there is any dispute.
View the FOS - An Independent View Leaflet
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