Nemo Personal Finance Complaints Procedure

At Nemo Personal Finance we aim to provide you with the highest possible standard of service. However, we recognise that, on occasion, you may feel you have cause for complaint. If you are unhappy with any aspect of the service you have received, we would very much like to know.

For details on the Nemo Complaints Procedure, please continue reading below. For complaints data for the 6 month period ending 31 December 2019 please download the Nemo Complaints Publication Report.

 

The Nemo Complaints Procedure aims to provide you with a swift and satisfactory resolution to any issues you have encountered or problems you may want to draw our attention to.

If you have a complaint, we promise to:

  • Ensure that you are heard
  • Understand your complaint
  • Provide an explanation
  • Act as soon as possible to rectify the issue

How does it work?

  1. Contact us on the telephone number or email address below. We’ll do all we can to deal with your complaint immediately. If your complaint cannot be resolved within three working days following date of receipt, we will write to you within five working days to acknowledge it has been received and confirm our understanding.
  2. We will provide you with a response to the issues you have raised. We will endeavour to do this as quickly as possible.
  3. If we are unable to fully respond to the issue within 28 days, we will contact you to explain why this has not been possible, keep you informed of the complaint’s progress and let you know when we will contact you again.
  4. After a further 28 days we will contact you again - either with a full response or reasons why we have been unable to provide this. If we are unable to provide a full response, we will inform you of any rights you have to refer the matter on to the Financial Ombudsman Service.

In the vast majority of cases, we are able to resolve issues quickly and satisfactorily by dealing with our customers directly. However, if you feel your complaint has not been fully, or fairly, dealt with, you may have the option of contacting the Financial Ombudsman Service (FOS) who may be able to take the matter further. You have six months from the date of our final response letter to refer the matter to FOS. If we take longer than three working days following the date of receipt to resolve your complaint, a leaflet detailing the FOS complaint procedure will accompany our final response.

Nemo Personal Finance
PO Box 89
Queen Street
Cardiff CF10 1UA

Tel: 0800 138 2935 
E mail: complaints@nemoloans.co.uk

You can contact the Financial Ombudsman Service on:

Telephone number: 0300 123 9 123

Alternatively, you can write to:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

www.financial-ombudsman.org.uk/consumer/complaints.htm  

Payment Protection Insurance ("PPI")

The deadline for PPI miss-selling complaints has now passed, ending on the 29th August 2019.We can only consider PPI complaints if:

  • The complaint is regarding a ‘live’ PPI policy with us, or
  • There were exceptional reasons as to why the complaint was not received prior to the deadline, which you will need to provide.

If you meet one of the above criteria and would like to contact us regarding a complaint please email the Complaints Manager at complaints@principality.co.uk.