Complaints Procedure

At NEST, we are committed to providing a high standard of service. If something has gone wrong, or you are unhappy with the service you have received, we want to hear from you so that we can put things right as quickly and fairly as possible.

We take all complaints seriously and aim to resolve concerns promptly, consistently and free of charge.

How do I make a complaint?

You can contact us by telephone, email or post using the details below:

Address: NEST Management Ltd, Unit 3.2 – 3.3, Wilford Business Park, Ruddington Lane, Nottingham, Nottinghamshire, NG11 7EP

Telephone: +44 115 945 5030 

Email: complaints@nestmanagement.co.uk

When contacting us, please provide as much information as possible, including any relevant correspondence, dates and details of the issue. This will help us investigate your complaint more quickly.

What happens next?

Once we receive your complaint, we will acknowledge it within three business days.

We will review the information you have provided and investigate the matter promptly. We may contact you if we need any additional information to help us understand and resolve your concerns.

Where we cannot resolve your complaint straight away, we aim to provide a final response within 15 business days of receiving your complaint.

In exceptional circumstances where factors outside our control prevent us from completing our investigation within this timeframe, we will explain the reason for the delay and keep you updated. In these cases, we aim to provide a final response within 35 business days of receiving your complaint.

WHAT IF I AM UNHAPPY WITH THE OUTCOME?

If you remain dissatisfied after receiving our final response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is an independent organisation that helps resolve disputes between consumers and financial services firms.

You must generally refer your complaint to the Financial Ombudsman Service within six months of the date of our final response letter.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567
Website: www.financial-ombudsman.org.uk

AM I ELIGIBLE TO COMPLAIN TO THE FINANCIAL OMBUDSMAN SERVICE?

The Financial Ombudsman Service can only consider complaints that fall within its jurisdiction.

For NEST, this will generally include complaints relating to the payment services that we provide as a firm authorised and regulated by the Financial Conduct Authority (FCA).

If your complaint falls outside the Financial Ombudsman Service’s jurisdiction and we are unable to resolve the matter with you directly, we will discuss appropriate alternative dispute resolution options where available.

NEST Management Ltd is authorised and regulated by the Financial Conduct Authority for the provision of payment services.