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consumer Duty


Consumer Duty – A Commitment to Trust and Transparency at WHA Healthcare

Our guiding principle has always been to prioritise the needs and well-being of our customers. As a customer-focused not-for-profit organisation, we are committed to upholding the highest standards of accountability and transparency. This commitment is not just a part of our operational ethos; it is ingrained in every layer of our organisation, from the boardroom to the services we provide to each stakeholder.

Consumer Duty Trust

Our Foundations of Trust

As proud members of the Association of Financial Mutuals (AFM), we align ourselves with the best practices in the financial mutual sector. This affiliation reinforces our dedication to a mutual support system where the interests of the members drive our actions, not the demands of outside shareholders. The AFM’s framework helps foster a culture of transparency and mutual support, which is crucial in today’s financial landscape.

Regulated by the Financial Conduct Authority (FCA), our operations are designed to ensure reliability and trust. This regulation is not just a formality but a cornerstone of our commitment to you. It holds us to stringent standards that guarantee we operate with the utmost integrity and responsibility. Learn more about our FCA commitment

Embracing Consumer Duty

Consumer Duty is more than a regulatory requirement for us; it is a reflection of our mission to make healthcare more efficient, inclusive, and responsive. This initiative goes beyond the basics of customer service— it’s about ensuring that our services genuinely meet the needs of those we serve, including the most vulnerable customers of our community. By championing Consumer Duty, we ensure that our healthcare solutions are not only accessible but are also crafted with the utmost care to address the specific needs of our customers.


Foundations Of Trust

What Consumer Duty Means for You

For our customers, our commitment to Consumer Duty translates into several tangible benefits:

Trust and Transparency

Our mutual structure ensures that we prioritise your interests. This approach fosters a deeper level of trust and ensures that we are always transparent about our decisions and their impact on you.

Principle 12

Principle 12 reflects a general expectation by the FCA that firms should conduct their business to a standard which ensures an appropriate level of protection for retail customers.

Customer Satisfaction

We continuously strive to exceed expectations in customer service, ensuring that you receive not just good but exceptional care and support. Our focus is on your satisfaction, not on profit maximisation.

A Community of Mutual Support

Being a part of the Association of Financial Mutuals is not just beneficial for us as an organisation but also for you, our customers, in fact all stakeholders. It provides us with invaluable opportunities for networking, knowledge sharing, and collaboration, which in turn enhance our service delivery.


The Role of Our Board

The WHA Healthcare Board of Directors plays a pivotal role in upholding these principles. Guided by seasoned professionals, our board ensures that our strategic decisions always align with our mission of community-focused healthcare. This leadership is vital in our journey to continuously improve and adapt our services in line with the evolving needs of our members.

Additionally, our status as an institution authorised by the Prudential Regulation Authority underlines our adherence to rigorous financial and operational standards necessary to operate in the UK’s financial services industry.

consumer Duty Framework

On July 31, 2023, a new Consumer Duty framework by the FCA came into effect for everything related to financial advice businesses. Although we think we have always complied with the “Treating Customers Fairly” principles, we have evaluated our policies and procedures in light of the new Consumer Duty principle 12 to make sure they still represent our objective for excellent customer outcomes by putting the interests of our customers at the centre of all we do. 

Consumer Duty is not just about compliance; it’s about commitment—commitment to you, to our community, and to the principles of mutual support and financial inclusivity. By embracing these duties, we not only fulfil our regulatory obligations but also reinforce our promise to provide reliable, transparent, and member-focused healthcare cash plan solutions. As we continue to evolve and adapt, our focus remains steadfast on enriching our community, ensuring that every decision we make is in your best interest.

At WHA Healthcare, your health, your trust, and your voice matter. Together, let’s continue to build a healthier, more empowered community.

Regulated by
the Financial Conduct Authority

We can operate in the UK financial services market because we are regulated by the Financial Conduct Authority (FCA), which also holds us responsible for our behaviour and compliance to its regulatory standards

Regulated By Fca