This is the Complaints Procedure for clients of the Nü Savings Group ("NSG").
If you are dissatisfied with the way in which we have acted or handled your administration, please let us know by letter (recorded delivery) or electronic mail. As we are a digital-only eCommerce business, these are the only chosen methods of communication.
If you have a formal complaint regarding the products or services provided by one of our suppliers or third-party partners; the provider concerned will respond to you directly in line with their own internal complaints procedure.
The first stage of our complaint procedure is to understand what has happened, the product/service in question, the date(s) in question, and any impact it has had on your business and/or finances.
If you wish to make a complaint, please contact:
Nü Savings Group
76 Hepscott Terrace
When contacting us please quote the reference number stated on any recent emails or letters you have received from us.
Any complaints regarding the products/services provided by suppliers or third parties must be referred to them in the first instance, and they will respond to you directly in line with their own internal complaints procedure.
A written acknowledgment of your complaint will be provided within three working days after receipt, with the exception of:
complaints where the customer has specifically asked us not to contact them.
If we have reasonable grounds to believe another company may be responsible, in full or part, for the allegation(s) made, we will promptly forward the complaint, or the relevant part of it, to that company. We will then write to you to confirm our actions and provide contact details of the firm concerned within three working days.
Your complaint will be investigated promptly, competently, diligently, and impartially.
We may ask you to submit copies of documentation and may request further information from you to assist us with our investigation.
We will take into account any documents and/or information you may provide in relation to your complaint.
We will ensure that you are regularly kept informed of our investigation into your complaint, and an update will be provided at least every four weeks.
Updates will include:
the measures we are taking to resolve the matter, and
the expected resolution date or the date of the next update.
We will work towards completing our investigation within eight weeks of receipt of your complaint.
When we have finalized our investigation into your complaint, we will issue our final response letter.
Our final response letter will be fair, clear, and not misleading and will provide you with:
a summary of the complaint and the investigation undertaken;
the outcome of our investigation, including whether the complaint was upheld or declined;
where relevant, an offer of remedial action(s) or the appropriate level of redress (or both),
and the basis of our calculation; and
in order to comply with our client's requirements, a copy of the Financial Ombudsman Service
standard explanatory leaflet.
You can be assured that we treat all complaints very seriously and we will conduct a full review of the issue(s) raised.