Our complaints procedure
We are fully committed to the principles of the Consumer Duty and are authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and Prudential Regulation Authority (PRA).
How to complain to WPA
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.
In either circumstance, if you are not happy with our response you may complain to the Financial Ombudsman Service (FOS).
FOS
The FOS provide an independent and impartial method of resolving complaints. If following a complaint to us you remain unhappy you may complain to the FOS.
They will need to know that you have given us the opportunity to put things right. They cannot investigate your complaint until you have contacted us so that we can try and reach a resolution. The FOS are unable to review your complaint if it is already the subject of legal proceedings or arbitration.
You may contact the FOS at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR.
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
07860 027 586 - by text and the FOS will call you back
Financial Ombudsman Service (FOS) complaints
In the last ten years, on behalf of customers, WPA has paid out some £1.5bn for treatment with only 13 Financial Ombudsman Service (FOS) adjudications against us.
Year
Complaints per 1000 customers
referred to FOS
Complaints (per year) adjudicated
against WPA by FOS
2014
0.02
2
2015
0.03
1
2016
0.03
2
2017
0.05
0
2018
0.05
1
2019
0.03
1
2020
0.04
1
2021
0.06
1
2022
0.04
0
2023
0.11
4
Average
0.04
-