Our standards are high

WPA is a not-for-profit company with no shareholders - so we can, and do, put our customers first.

We are passionate in providing exemplary levels of service for our policyholders. We are compassionate in how we do it.

Winner best insurer for customer care (British Insurance Awards 2005 & 2009)

As a company authorised and regulated by the Financial Services Authority (FSA) we are fully committed to the principles of Treating Customers Fairly (TCF).


Since 1991 WPA has settled claims exceeding £1.5 billion. Total Insurance Ombudsman Bureau/Financial Ombudsman Service (FOS) adjudications against WPA in the same period have amounted to £28,636, with no adjudications against WPA from 1996 - 2009.



Year Complaints per 1000 customers referred to the Ombudsman Complaints per 1000 customers adjudicated against WPA by the Ombudsman
1997 0.10 0
1998 0.05 0
1999 0.10 0
2000 0.08 0
2001 0.05 0
2002 0.05 0
2003 0.03 0
2004 0.03 0
2005 0.02 0
2006 0.04 0
2007 0.02 0
2008 0.05 0
2009 0.04 0
Average 0.05 0





The FSA´s TCF initiative defines six outcomes, as a benchmark for companies to follow.


Treating Customers Fairly

  • You can be confident that when dealing with WPA the fair treatment of our customers is central to our corporate culture.
  • The products and services we market and sell are designed to meet the needs of identified consumer groups and are targeted accordingly.
  • We will provide our customers with clear information and will keep them appropriately informed before, during and after point of sale.
  • When we give advice, the advice that we give will be suitable and will take into account our customers´ circumstances
  • Our customers will only be provided with products that perform as we lead them to expect them to and any associated service we provide will be of an acceptable standard and as they have been led to expect.
  • We will not place unreasonable post-sale barriers in the way of our customers should they wish to change product, switch provider, submit a claim or make a complaint.


If you would like to find out more about Treating Customers Fairly and how it affects you please visit the FSA website.