Complaints Policy 2017-07-24T17:27:12+00:00

Complaints Policy

How we handle complaints

We are committed to providing a high calibre service to all our clients but where you consider we have failed to deliver the service you expected from us you may have the right to make a complaint about our conduct or require us to rectify a mistake.

White Oak acts on behalf of insurance companies or Lloyd’s syndicates and the procedure that will apply depends on whose behalf we act.

To identify which procedure applies to you, please refer to your policy wording though we will be will be happy to assist if you are unsure.

For any complaint irrespective of the identity of the insurer the initial steps are as follows:

Please contact us with the following information;

  1. Your policy/certificate of insurance number and/or claim number;
  2. The broker or agent from whom the insurance was purchased;
  3. The name of the insured on the policy; and
  4. Details of your complaint

Please provide this information to:

The White Oak Complaints Officer
White Oak Underwriting Agency Ltd
40 Lime Street, London ECM3 7AW or on;
complaints@whiteoakuw.com or
+44 (0) 203 868 2420

 

We will try to provide you an answer within two business days but where this is not possible we will send you an acknowledgement letter within five working days and keep you informed of the progress of your complaint.

We aim to resolve your complaint within four weeks but in some circumstances this may take longer and we will then contact you explaining why and how long our investigation is likely to take.

If you are not satisfied with our response then you may have the right to refer your case to an external body to review it and consider whether the complaint is justified. The course of the complaint is dependent on the identity of the insurer.

In both cases you should supply the following information

  1. Your policy/certificate of insurance number and/or claim number;
  2. The broker or agent from whom the insurance was purchased;
  3. The identity of the insurer or Lloyd’s of London syndicate;
  4. The name of the insured on the policy; and
  5. Details of your complaint and the response provided to date.

 

Where a Lloyd’s of London Syndicate is the insurer Where an insurance company is the insurer
If you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:

Complaints Team
Lloyd’s
One Lime Street
London EC3M 7HA

complaints@lloyds.com
+44 (0)20 7327 5693
www.Lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.

If you are not happy with the way we or have handled your complaint, you may be able to refer your case to the Financial Ombudsman Service.

Information is available from the Financial Ombudsman Service at www.financial-ombudsman.org.uk

You can contact them at:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

complaint.info@financial-ombudsman.org.uk
0800 023 4567 or 0300 123 9123

Please remember that you may have to refer your complaint to the Financial Ombudsman Service within specific timelines.

We will communicate the applicable timeline in our response to your complaint.

If you have obtained your insurance through a broker and your complaint relates to their services, please contact your broker.

If you are not happy with the way either we or Lloyd’s have handled your complaint, you may be able to refer your case to the Financial Ombudsman Service.

Information is available from the Financial Ombudsman Service at www.financial-ombudsman.org.uk.

You can contact them at:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

complaint.info@financial-ombudsman.org.uk
0800 023 4567 or 0300 123 9123

Please remember that you may have to refer your complaint to the Financial Ombudsman Service within specific timelines.

We will communicate the applicable timeline in our response to your complaint.

If you have obtained your insurance through a broker and your complaint relates to their services, please contact your broker.

Please note that the above is applicable to UK and European based insurance business and there may be different routes and contacts if you are based outside of these territories. Please contact White Oak for details of the applicable complaints process.