Making a Complaint
If you need to contact us and make a complaint you can do so via the details below:
- By email: firstname.lastname@example.org
- By phone: 01253 296059
- In person: at your local Nathan & Co
- By post:
1 Cedar Square
We will endeavor to respond to and resolve your complaint in a timely manner, which we consider to be within 3 business days after we received your complaint. If we are unable to do this, we will write to you to explain why we are not yet in a position to respond to your complaint and indicate when we will make further contact.
You will receive a written acknowledgement of your complaint that will include:
a) A timescale for when we will correspond further if necessary, which will be no more than 4 weeks from the receipt of your complaint.
b) A copy of our complaint handling process.
c) A final response may also be included if we can settle your complaint straight away.
In the unlikely event that our investigations require longer than 4 weeks to complete, we will write to you with information regarding your complaint progress and indicate when we will make further contact (this must be within 8 weeks of receipt of the initial complaint).
We will provide you will a full written response to your complaint within 8 weeks.
Financial Ombudsman Service
If you are unhappy with the final response we have given, you are entitled to may refer the complaint to the Financial Ombudsman Service (FOS) within 6 months of our final response.
Further information about the FOS can be found of their website: www.financial-ombudsman.org.uk
Online Dispute Resolution
You may also submit a complaint via Online Dispute Resolution.