complaints handling policy

Complaints Handling Policy
Nationwide Payments Ltd
Customer Care Procedure

Nationwide Payments Commitment

Nationwide Payments are committed to the highest standards of customer service & customer satisfaction. Complaints from customers are important to us, both to gives us an opportunity to resolve concerns and as a method of improving our practice.

The staff of Nationwide Payments provide the highest standards of customer service. Despite our best efforts, sometimes things do go wrong. When they do, we would like you to tell us so that we can put things as quickly as possible.

If a complaint is not resolved to the customers satisfaction, they have the right to refer the matter to the Financial Ombudsman. Ombudsman Services are impartial and are free for customers to use.

Making a complaint

If a customer is concerned about the service provided by Nationwide Payments, they should contact the Operations Director:-

Gerry O’Hara,
Operations Director
Nationwide Payments
19 Ptarmigan Place
Attleborough Fields
Nuneaton
CV11 6RX

Email: gerry.ohara@nationwide-payments.co.uk
Tel: 02476 328995

Who will allocate the complaint investigation to an appropriate manager.

It will help us respond to your complaint if you tell us:

• What happened, date of incident & where it happened
• What you think has gone wrong
• What you would like us to do about it
• A daytime telephone number and email address
• The address and postcode to which we should send a reply

Our response

If you make a complaint, we will:

• Investigate the matter honestly, thoroughly and promptly
• Deal with it impartially & fairly
• Try to resolve your complaint, as far as we can
• Use the lessons we learn to improve our service

If we are at fault, we will accept responsibility. We will tell you what we can do to put things right & tell you what we can do to stop similar problems occurring in the future. Otherwise, we will explain why we feel the complaint is not justified.

If you remain unhappy with the outcome, you can refer your complaint to the financial ombudsman within 6 months of the final response letter (including Financials Ombudsman details)

The Financial Ombudsman Service:
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk

Timescales

We aim to be able to resolve your complaint within 7 days. If your complaint is not resolved within 7 days, the matter will be passed to the Operations Director for a resolution. We intend to resolve your complaint within 8 weeks.

If we have not resolved your complaint within 8 weeks you can raise the complaint with the Ombudsman. If we reach a decision on your complaint within 8 weeks, we will write to you and this will contain our final offer and details of the Ombudsman Service.

This is referred to as a “deadlock letter”. If you feel our response isn’t reasonable, you can refer the matter to the Ombudsman.

As mentioned earlier the Ombudsman is impartial and the service is free to use for customers.

Communication

We will deal with your complaint, in person, by telephone, or in writing. Communication will be as preferred by the customer and which is practicable in the circumstances. If we meet you in person, or have contact by telephone, we will confirm our position to you in writing.

Resolution Process

The resolution of your complaint is free of charge. You do not have to accept any proposal to resolve your complaint. Making use of this complaints process, does not prevent you from proceeding to law, should you wish to do so.

If you wish to raise a complaint about the way Nationwide Payments has dealt with your complaint, please contact The financial ombudsman within 6 months of the final response letter (including Financials Ombudsman details)

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org

If you have any questions please contact us on the details below.