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:
NRAM
PO BOX 118
Skipton
BD23 9FH
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 may have the right to refer your complaint to the Financial Ombudsman Service, free of charge.
For example, 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
Exchange Tower
London
E14 9SR
Visit Financial Ombudsman website
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
Skipton
BD23 9FH