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 require further information about PPI, please see the information below. 

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
Trafalgar House
5 Fitzalan Place
Cardiff CF24 0ED

Tel: 0800 138 2935 
E mail:

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
E14 9SR  

Payment Protection Insurance ("PPI")

The Financial Conduct Authority (“FCA”) released Policy Statement 17/3 in March 2017. This details how Payment Protection Insurance (“PPI”) complaints should be dealt with.  The new rules will come into force on 29th August 2017.

You will have until 29th August 2019 to make a complaint for PPI mis-selling or commission paid on PPI.  After this date, you will not be able to make a complaint in relation to mis-selling or commission paid on PPI policies sold by Nemo Personal Finance Ltd.

The FCA has further information about PPI, which can be found here

Below is some useful information to help you understand whether you can make a mis-selling or PPI commission complaint:


How do I know if I had PPI on my second charge mortgage? 

1. If you took out your Nemo second charge mortgage after April 2009, you will not have PPI.
2. If the ‘optional payment protection insurance’ box is ‘£0.00’ on your Mortgage Agreement, you were not sold PPI.
3. If you were sold PPI, your annual statement will show details about PPI in the Account Summary section.

If you do have PPI on your Agreement and have concerns about the way it was sold to you, please contact us (see above for information about how to complain).

How do I know if my PPI was sold by a broker?

Some of our policies were sold via a broker.  In this case, a broker would be responsible for the sale of your policy and you should contact them directly if you have any concerns about how the policy was sold to you. If you want to check whether you were sold PPI via a broker, you can check: 

1. Your application form which should show a broker’s company name
2. You may have correspondence from a broker in relation to the sale

Since you took out your mortgage, the broker may no longer be trading. However, your complaint can be referred to the Financial Services Compensation Scheme (“FSCS”) who can investigate your complaint.  You can check whether the broker is trading via the FSCS or via the FCA

Undisclosed commission - Plevin v Paragon Personal Finance Ltd

As part of PS17/3 the FCA has also finalised new rules regarding undisclosed commission and the Supreme Court decision of Plevin v Paragon Personal Finance Ltd.

If you have been unsuccessful in your complaint about PPI mis-selling, you may be eligible to make a further complaint about the level of undisclosed commission associated with the PPI. 

You will not be eligible to make an undisclosed commission complaint if:

  • You repaid your second charge mortgage (i.e. settled your mortgage) prior to 6 April 2008, unless you entered into your mortgage agreement after 6 April 2007.
  • You received a full rebate in respect of a PPI mis-selling complaint, whether this was via Nemo, a broker or the FSCS.
  • You previously raised a complaint in respect of PPI mis-selling or undisclosed commission over 3 years ago, as the claim will be “time barred”.  If the complaint was only in relation to mis-selling or the response did not deal with commission as well as mis-selling then the claim will not be time barred.  

If you have not already made a PPI mis-selling complaint, this should be the first step to consider prior to submitting a complaint about undisclosed commission. 

Claims Management Companies

You may consider using a Claims Management Company (“CMC”) to pursue a complaint on your behalf.  We will treat your complaint in exactly the same way regardless of whether you come to us directly, or choose to use a third party representative such as a CMC.  Please be aware that CMCs may request a payment (i.e. fee) for their services.  Should you complain to us directly, you will avoid paying a third party fee.

For more information, see the FCA website