Personal Businesses Healthcare providers Health & Wellbeing News About us Help Contact My WPA Homepage About us Сomplaints Complaints WPA is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and Prudential Regulation Authority (PRA) and we are fully committed to the principles of Treating Customers Fairly. We strive to offer the highest standards of service but occasionally mistakes do happen 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 FOS. Make a complaint to WPA FOS 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. 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. FOS are unable to review your complaint if it is already the subject of legal proceedings or arbitration. You may contact 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 FOS will call you back complaint.info@financial-ombudsman.org.uk www.financial-ombudsman.org.uk Financial Ombudsman Service (FOS) complaints In the last ten years WPA has settled some £0.8bn in claims with only 9 Financial Ombudsman Service (FOS) adjudications against us. Year Complaints per 1000 customers referred to FOS Complaints (per year) adjudicated against WPA by FOS 2011 0.01 0 2012 0.01 1 2013 0.03 1 2014 0.02 2 2015 0.03 1 2016 0.03 2 2017 0.05 0 2018 0.05 1 2019 0.03 0 2020 0.04 1 Average 0.03 - Help & advice We'll help you find the answers you need Help & support Contact us Privacy & legal Cookie settings Intermediaries Good causes Complaints Careers ©2021 WPA, Registered in England and Wales No 475557. Your choice regarding cookies on this site We use cookies to give you the best online experience. Please let us know if you agree to all of these cookies. I AgreeI Do Not AgreeSettings