Complaints Procedure

You can make a complaint by contacting us via email: complaints@norwichfinancetechnology.com or by writing to us at: Norwich Finance Technology, Client Care, Floor 4, 25-27 Surrey Street, Norwich, Norfolk, NR1 3NX

As soon as we receive your complaint, it will be referred to the Compliance Officer, who will take full responsibility for resolving the issue. The Compliance Officer will liaise, on your behalf with the relevant department within our business and if required, you will be contacted and asked to provide as much information as you can in relation to the complaint. We will endeavour to resolve the complaint to your satisfaction within one business day.

If we are unable to resolve your complaint within one business day, we will acknowledge your complaint in writing and we will keep you up to date as matters progress. You are free to contact us at any time if you have any questions.

Once we’ve completed our investigation, we’ll provide you with a final response.

We aim to resolve complaints promptly and, where possible, within 15 days. Occasionally, further time may be needed to fully investigate your concerns.

If this happens, we’ll ensure that you receive our final response within 8 weeks, or within 35 days where your complaint relates specifically to an Account Information Service.

Where we are not able to resolve your complaint to your satisfaction, you may be permitted to refer your complaint to the Financial Ombudsman Service. Please be advised you must do this within 6 months. Should this be necessary, Norwich Finance Technology will provide you with full details of how to do this.