Complaints Process

Our Approach to Complaints

At NuWealth, we take care to maintain high standards of service, but we acknowledge that sometimes mistakes can occur. When a complaint is raised,  we take the matter very seriously and aim to resolve  it as quickly as possible.
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How do I make a complaint?

We hope we never give you any reason to complain, but you can send us a complaint by:

• Sending a message through our in-app or website chat
• Emailing us at: support@nuwealthapp.com 
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Complaints Timeline

• ‍Upon receipt of your complaint our Customer Support team will acknowledge it by email as soon as it becomes practically possible to do so, and where required, we will commence an investigation
• Whilst the FCA rules allow us up to eight weeks to deal with a complaint, every effort will be made to resolve complaints as quickly as possible. We will do all we can to provide a formal response letter to your complaint by email within 10 business days of acknowledgement
• If we can’t resolve your complaint in 10 business days we will write by email to you with an update on our investigation
• After sending our formal complaint response letter to you, if we do not receive a written reply from you within 8 weeks of the date of the final response letter, we will consider your complaint as closed.
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Compensation

• If we offer you compensation as a full and final settlement of your complaint, you must send written acceptance of the outcome. The funds will be allocated to your NuWealth account (or otherwise specified) within 15 business days of receiving your written acceptance, submitted in response to our final response letter.
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Investigation

At any time during the investigation,  we may request further clarification from you, or relevant 3rd parties,  if necessary. Your compliance with our requests are necessary to ensure we can accurately investigate and resolve your complaint. Please bear in mind that if your complaint  requires information from third parties some delays could be beyond our control. We will, however, pursue information on a regular basis. 
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‍After eight weeks (as per FCA rules), if a final response letter has not already been sent to you, you will receive;

• A final response letter detailing our conclusions and resolution to your complaint. 

OR

• A response that we are still not in a position to make a final response, detailing the reasons for the further delay and indicating when we expect to be able to provide a final response; 

AND

• Information that you that you may refer your case to the Financial Ombudsman Service (FOS) if you are dissatisfied with the delay.  
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Referring a complaint to the Financial Ombudsman Service (FOS)

The Financial Ombudsman Service is an independent body established by Parliament to resolve disputes between UK financial firms and their customers. You have the right to refer your complaint to the Financial Ombudsman Service for free should you disagree with our final decision. You have six months to do this from the date our final response is issued, otherwise you would lose this referral right. 

Your right to contact the FOS, plus their contact details, will be outlined in our final response letter. You can find more information on the Financial Ombudsman Service on their website: www.financial-ombudsman.org.uk. 
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Complaints not relating to NuWealth

If  we receive a complaint that does not relate to NuWealth or our services, and we are able to  identify the firm to whom the complaint should be directed to, we will take the following action:

• Notify the relevant firm: We will write to the firm, explaining that we believe the complaint concerns them, and suggest that they contact you directly. We will include a copy of your original complaint.
• Inform you: We will write to you with the contact details of the firm and encourage you to get in touch with them. We will also include a copy of the letter we send to the firm, and copy the firm into a letter to you so they are aware of the communication.
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We hope this explains how we will handle your concerns and ensure a timely response. We’ll keep you informed of our progress throughout. If you have any questions, please contact us at support@nuwealthapp.com.