Making a complaint
We recognise that we don’t always get things right and we have a formal complaints procedure in place to try and resolve issues for you. We aim to deal with complaints as quickly as possible whilst making sure that we treat customers fairly. To make a complaint, you can write to us at:
PO BOX 118
Alternatively, please call us on 0344 472 6146. We’re open Monday to Friday from 9am to 5pm. Please have your former account number to hand.
We aim to deal with complaints as quickly as possible. We will aim to resolve your complaint within eight weeks, keeping you informed of progress. If there is any reason for a delay in responding, we will let you know.
In order to help us deal with your complaint, please provide us with your account details (if you have them), up to date contact information and as much documentation as possible that supports your complaint.
If you remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge.
The Ombudsman might not be able to consider your complaint if:
- It is more than six years after the event complained of; or (if later)
- It is three years from the date on which you became aware (or ought reasonably to have become aware) that you had cause for complaint.
You can refer your case to the Financial Ombudsman Service using the details below:
The Financial Ombudsman Service
Please note – the Financial Ombudsman Service will not look at your complaint until you have exhausted our internal complaints procedure and received our final response letter.
If you need our response in another format such as Braille, large print, audio or interpreter services, please contact our team at:
NRAM Disability Support Team
PO BOX 118
The Financial Conduct Authority (FCA) requires that all firms must publish a summary of their complaints data if they receive more than 500 complaints in a 6 month period.
Although we have had less than 500 complaints in a 6 month period we have set out in the report below the relevant data for reportable complaints received by NRAM Limited for the latest 6 month period.
In line with rules introduced by the FCA in 2016, firms now report all complaints received in their complaints data, including those resolved by ‘close of the next business day’, which were previously not included. Consequently, the complaint figures now reported in the industry will not be comparable to historic data and will be higher than before. This does not necessarily mean that firms are receiving more complaints, but that the type of complaints that must be reported has changed. These reporting requirements were designed to make firms’ approach to reporting more transparent and more informative to consumers.
For more information on the FCA’s reporting requirements and improving complaints handling please visit www.fca.org.uk/firms/complaints-data.