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
55 Gracechurch Street, London EC3V 0EE or on;
complaints@whiteoakuw.com or
+44 (0)204 551 0444

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.