COMPLAINTS PROCEDURE
Here at NEST Management, we take care to maintain high standards of service. When we are informed of client concerns or unease we give priority to resolving the matter as quickly as possible and any concerns are handled fairly and within a reasonable timeframe.
If you are unhappy with the service provided, you can follow the complaints procedure outlined below:
How do I make a complaint?
You may submit a complaint via telephone, email or in writing by using the below contact details:
ADDRESS: NEST Management Ltd, Unit 3.2 – 3.3, Wilford Business Park, Ruddington Lane, Nottingham, Nottinghamshire, NG11 7EP
TELEPHONE: +44 115 945 5030
Please provide as much detail as possible and reference any previous correspondence related to the complaint.
What happens next?
Within 24 hours of your complaint being received, we will respond with a confirmation of receipt.
We will start to investigate your complaint immediately and will keep you informed of the progress of the complaint investigation. We will consider your comments and may need to contact you for further information.
If we have been unable to resolve your concerns straightaway, we aim to provide a final response to your complaint within 15 business days of our receipt of your complaint. If for reasons beyond our control we have been unable to send you a final response within 15 business days we will advise you of the reasons for the delay and, in such circumstances, we will aim to send you a final response within 35 business days from the date your complaint was received by us.
What if you’re dissatisfied?
If you are dissatisfied with the final response you have received (at any stage of the process), you are eligible to make a complaint to the Financial Ombudsmen Service (FOS). You must refer your complaint to the FOS within 6 months of the date of received our final response.
The contact details for FOS are:
ADDRESS: The Financial Ombudsmen Services, Exchange Tower, London, E14 9SP
TELEPHONE: 0800 023 4567, www.financial-ombudsman.org.uk
To be eligible to make a complaint to FOS, your complaint must relate to the provision of payment services which is the activity for which we are authorised and regulated by the Financial Conduct Authority.
If you are not eligible to make a complaint to FOS and we have not been able to resolve a situation to your satisfaction, if your complaint relates to the provision of payment services we will nominate an independent commercial dispute resolution service to resolve the matter.
