Nemo Personal Finance Complaints Procedure
At Nemo Personal Finance we aim to provide you with the highest 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.
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 by the end of the next working day, 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 us providing you with Ombudsman rights (usually in our final response letter) to refer your complaint. A leaflet detailing the FOS complaint procedure will accompany our final response, if applicable.
Nemo Personal Finance
Trafalgar House
5 Fitzalan Place
Cardiff CF24 0ED
Tel: 0845 371 0460
E mail: customerservices@nemoloans.co.uk
You can contact the Financial Ombudsman Service on 0845 080 1800.
Alternatively, you can write to:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
www.fos.org.uk
Nemo is also a member of the Finance and Leasing Association (FLA). If you wish to refer a complaint to the FLA, you can do so by telephoning 0207 836 6511.
Information can be found on their website www.fla.org.uk
