Customer Service

Company Values

If you wish to talk to one of our customer advisors during office hours please call 0208 308 4344 or alternatively use our contact form.

We pride ourselves on our high level of customer care, our values are as follows:

Treating Customers Fairly

To conduct our business with integrity, honesty and commitment.
To conduct our business with due skill, care and diligence.
To treat all people who come into contact with our Company with courtesy and respect.
To train and develop our staff to enable them to reach their full potential.
To embrace diversity at all levels of the company.
To work with our clients in a spirit of mutual harmony, co-operation and openness.
To take reasonable care to organise and control our affairs responsibly and effectively with adequate risk management systems.
To pay due regard to the information to them in a way which is clear, fair and not misleading.
To manage conflicts of interest fairly, both between ourselves and our customers and between a customer and another client.

Complaints Procedure

Westhill Insurance is dedicated to providing the highest levels of customer service, but if you wish to complain about any aspect of our dealings with you please do so, explaining the nature of your dissatisfaction preferably in writing or, alternatively, by some other means (eg e-mail) and addressing the complaint to a named director or manager.

We will acknowledge the complaint in writing at the very latest within five business days of receipt and will investigate the matter thoroughly. The person responsible for investigating the complaint will be a director or senior manager and he/she will not have been directly involved in the subject of the complaint.

We will attempt to give you a final response within four weeks of receiving your response, either accepting responsibility and offering redress of some description, or rejecting the complaint. However, if we are unable to resolve the matter within this timescale we will write to you after four weeks informing you of this and when we will be contacting you again (which will be within a further four weeks).

By the end of eight weeks after the receipt of the complaint we will have made every effort to have given you a final response, or in the unlikely event that we are unable to do so we will explain why. After this period, whether we have given you a final response or not, you may refer the complaint to the Financial Ombudsman Service if you are in any way dissatisfied with our final response or the delay of over eight weeks in providing one.

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