Complaints Information

At NSM UK we make every effort to maintain the highest standards, but we recognise that there may be occasions when we fail to satisfy the particular requirements of our customers. We therefore have in place procedures to investigate and provide remediation for any area of concern.

In such circumstances we promise:

To try and resolve the complaint informally, and write to you confirming if we have done so;

• To acknowledge any formal complaints promptly;
• To have complaints and expressions of dissatisfaction reviewed by a person of appropriate seniority
• To respond comprehensively to your complaint within four weeks or less. If this is not possible, we will write to you to explain why we have been unable to conclude the matter in the time permitted
• If we have been unable to resolve your complaint in eight weeks, we will write to you explaining the reason as to why this has not been possible. We will also advise you of your right to refer your complaint to the Financial Ombudsman Service (if applicable)

Financial Ombudsman Service

If we have not been able to resolve the matter to your satisfaction, in the aforementioned timespan, you may be able to refer your complaint to the Financial Ombudsman Service:

The Financial Ombudsman Service

Exchange Tower

London E14 9SR

Tel: 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

By contacting the Financial Ombudsman, it will not affect your statutory right to take legal action.