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 five 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.