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Complaints Process

 

Making a Complaint

If you are not satisfied with our team’s response, you may raise a complaint which will be escalated to the director level.

NWIP Ltd is committed to customer service. We will try to resolve any complaint or dispute to your satisfaction as quickly as possible. If we do not do so, please contact:


The Board of Directors,
NWIP Ltd.
3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE 

  

We will reply to all complaints within three working days of receipt.
We will give you a full explanation or, where appropriate, an update.

If our investigation of a complaint takes more than 14 working days, we will keep you updated of its progress. There will be no more than 10 working days between updates. You will also be given a named NWIP contact who is responsible for your case. This person will give you updates on the progress of your complaint.

Complaining to the Ombudsman

If you and NWIP cannot agree whether we should uphold a complaint, you can refer the dispute for adjudication by The Ombudsman Service.

You can contact The Ombudsman Service at the number and address below. Please note that The Ombudsman Service will typically only accept a complaint if either:

  • we have sent you a letter stating that we are unable or unwilling to resolve your complaint to your satisfaction when we will remind you that the The Ombudsman Service arbitrate; or
  • we have not sent you such a letter within eight weeks of when you first put your complaint to us.

The Ombudsman Service provides a free arbitration service for existing and prospective customers, independently investigating unresolved complaints in accordance with the terms and conditions shown at
https://www.ombudsman-services.org

Reporting Abuse

Abuse can be reported to us 24/7 by emailing abuse@nwip.co.uk. We aim to respond within 24 hours.