Neroli Mortgages and Finance - Complaints Procedure
We regard any
expression of dissatisfaction from (or
on behalf of) any client to be a
complaint – irrespective of whether it
is made orally or in writing, or whether
it is justified or not.
We will provide a copy of this Procedure
to any client who makes a complaint, or
to any client who requests it.
On receipt of a complaint from any
source, we will do our best to resolve
the issue as soon as possible. However,
if we are unable to do this within 3
business days, we will pass the details
to our Complaints Team for
acknowledgment and further
investigation.
We regard a complaint as:
• An expression of dissatisfaction from
an eligible complainant – i.e. a private
individual or proprietor of a small
business
• Relating to a business activity
• A client who has suffered – or may
suffer – financial loss, material
distress or significant inconvenience
All complaints are treated and recorded
in the same way. We acknowledge all
complaints within 3 business days. This
letter may contain an offer to settle,
where appropriate.
Where it is not possible to complete the
complaint, and the matter is subject to
further investigation we will:
• Give you a full explanation and
expected timescales; AND
• If we are still not able to complete
the complaint after 8 weeks, we will
provide a further update. However, we
will always try to resolve the complaint
within the 8 week period
Our Complaints Team will review the
details of the matter complained about –
and will examine the file, and any other
relevant information. If the complaint
is in respect of business arranged by
one of our Complaints Officers, another
senior employee will investigate it.
Once the investigation is completed, our
Complaints Team will write to you with
their appraisal of the matter – along
with an outline of our intended course
of action. This document is referred to
as our ‘Final Response’. Included in
this Response will be an offer to settle
the matter – and if compensation is
deemed appropriate, the amount we are
offering. Any offer we make will be a
fair offer, taking all the facts into
account. An offer of settlement can
range from an apology to financial
compensation.
If we are not in a position to make an
offer to settle the matter within 8
weeks following your initial complaint,
we will write to you again:
• Setting out why the matter is still
unresolved
• Giving a full summary of our
investigation to date, and explaining
why we have not been able to conclude
the matter
• Setting out what further action we
will now undertake
• Providing contact information for the
Financial Ombudsman Service (FOS)
If we do not receive a response from you
within 8 weeks of our Final Response, we
will treat the matter as closed.
If, following the final response you
remain unsatisfied, the complaint can be
referred to the Financial Ombudsman
Service (FOS). Contact details and a
leaflet about FOS will be sent to you
with our Final Response.
If the complaint is about a third party,
we will refer the issue to the party
concerned – and write to confirm we have
done this.
Please be assured that we treat all
complaints very seriously. We will
conduct a full review, and hope to
conclude all matters to the mutual
satisfaction of the concerned parties as
quickly as possible – whilst maintaining
appropriate records at all times.
Contacting us to make a complaint can be
done in one or more of the following
ways:
• Telephone 01942 818631
• Email: patrick@nerolimortgages.co.uk
• Letter: 1 Mill Lane, Westhoughton,
BOLTON. BL5 2DN