Complaints Procedure

WNS Assistance strives to provide a stress free, top quality service; however, there may be an instance where you feel that you have a cause for complaint. If this eventuality does occur we are confident that our staff will do everything in their power to resolve the problem promptly and ensure that you receive a fair and impartial response to your complaint.

WNS Assistance ensure that the insurance industry’s "Treating Customers Fairly" guidelines are adopted as a cornerstone of customer service and practice, therefore minimising the occurrence of customer complaints.

WNS Assistance has a formal complaint handling process and procedures required to meet the standards set by the regulatory body which authorises our business, the Financial Conduct Authority. Moreover, our complaints procedure has been rigorously designed so that all complaints are dealt with within the time frame set out by the Financial Ombudsman Service; the body which you may be referred to if you have a complaint that we are unable to resolve.

We welcome customer feedback and will always review and reply to any complaint. Complainants will receive a telephone call acknowledging their complaint within 24 hours of its receipt. If your complaint cannot be resolved at this initial stage, WNS Assistance will issue you with a formal letter of acknowledgement within 5 days and we will seek to resolve your complaint within 28 days. However, if your complaint still remains unresolved, you will be issued with a letter updating you of your complaints progress and after no later than 56 days you will be issued with a letter detailing our final decision. This letter will also contain information and leaflet explaining how you can pursue your complaint further with the Financial Ombudsman Service whose contact details are outlined below. Where possible our main aim is to try and resolve matters as soon as possible.

Financial Ombudsman Service

South Quay Plaza
183 March Wall
E14 9SR


0845 080 1800 / 0300 123 9123



WNS Assistance is a division of WNS Global Services (UK) Limited, a company registered in England and Wales with number 02292251 and its registered office at Acre House, 11-15 William Road, London, NW1 3ER. WNS Assistance is authorised and regulated by the Financial Conduct Authority registration No. 308324.

This information is intended as a illustration of the services offered by WNS Assistance only, further details, specific to requirements are available on request.