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WHA Complaints Procedure

We at WHA strive to provide outstanding service to our members. However, from time to time there may be instances where we may not be as successful in delivering our service as we wish, if this has occurred we want to hear from you. We want to learn from any of the errors that have arisen and continue to improve the way we help our members.

Should you need to make a complaint

Please provide us with your name, address and policy number, together with the full details of your complaint.

You can contact us via:

  • E-mail - Write to us using mail@whadirect.co.uk
  • Telephone - Give us a call on: 029 2048 5461 Monday to Friday 8:30am to 4:30pm
  • Post - You can also write to us at:
    WHA
    60 Newport Road
    Cardiff
    CF24 0YG

Our complaints process

We ensure all complaints are handled in a fair and careful manner, we will endeavour to resolve your complaint as quickly as possible.

If an immediate resolution is not possible, we will contact you within five business days of receiving your complaint, to confirm that the complaint has been received and will advise you of who is investigating the matter further.

We will aim to respond to your complaint within four weeks. If this is not possible as in complex cases which take longer to investigate, we will contact you to provide an update regarding the on-going investigation into the matter.

We will issue a final written response within 8 weeks of receiving the complaint, clearly outlining the decision made and the associated rationale.

If you are not satisfied with the response or we have failed to resolve the issue during the eight weeks from the initial contact, you may have the right to refer your complaint to the Financial Ombudsman Service, who can guide you with further steps.

The Financial Ombudsman

The Ombudsman will only consider the complaint following our final decision, or if the response was not made within eight weeks.

You must refer to the Ombudsman within six months of receiving our final response to the complaint.

You can contact the Financial Ombudsman Service at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk