We strive to offer the highest standards of service but occasionally mistakes do happen. If you want to make a complaint you should not hesitate to do so. We want to ensure that our complaints procedure is easy to follow, transparent and straightforward. This process is overseen by our Head of Complaints.
If you are unhappy and want to make a complaint, please contact us to provide as much information as possible about your complaint. You may choose to do this in writing, by email, by telephone or online using the link below. Alternatively, you may wish to address the member of staff or WPA Healthcare Partner that you have been dealing with directly.
Once you have made your complaint, it will then be escalated for the appropriate line manager to deal with. We aim to deal with and resolve complaints as quickly as possible. If we can, we will review your complaint and issue a response within 3 days.
If, for whatever reason, your complaint is more complex and requires further review then we will acknowledge your complaint and conduct an investigation. All of the facts will be looked at including correspondence and telephone calls. If necessary, we will contact your GP, specialist or other third party for further information. Once we have all of the information and our investigation is complete you will be issued with a written response.
We are a member of FOS. FOS provide an independent and impartial method of resolving complaints. If following a complaint to us you remain unhappy you may complain to FOS.
Financial Ombudsman Service
0800 0234 567– calls to this number are free on mobiles and landlines
0300 123 9123– calls to this number cost no more than 01 or 02 numbers