Complaints

    If you're not happy, we're not happy

    We aim to provide an excellent client service. If things go wrong and you are unhappy with our service we want you to let us know immediately so that we can work with you to resolve any problems.

    Please contact Aileen Heggie, complaints manager, if you would like to make a complaint. You can get in touch via telephone on 0131 226 9740, via email at aileen.heggie@nucleusfinancial.com, or in writing to the following address:

    Nucleus HQ
    Greenside
    12 Blenheim Place
    Edinburgh
    EH7 5JH

    We will resolve complaints as quickly as we can. Some complaints require detailed investigation and/or a dialogue with third parties so will take longer to resolve.

    We will issue an acknowledgement to your complaint, by email or by letter,  within three business days of receiving your complaint. Our aim is to provide you with our final response within four weeks. If this is not possible we will write to you again and confirm when we would hope to be able to provide you with our final response which should be no later than eight weeks from the date of your complaint.

    In each case we will seek to provide fair redress where we believe it is appropriate.

    Online Dispute Resolution (ODR) platform

    The European Commission have made an online dispute resolution (ODR) platform available on their website.

    Complaints submitted to the platform will be dealt with by approved alternative dispute resolution (ADR) providers such as the Financial Ombudsman Service.

    Please visit http://ec.europa.eu/odr

    The Financial Ombudsman Service

    We hope you are satisfied with the outcome of your complaint, however, if our response does not meet your satisfaction you have the right to refer this complaint to the Financial Ombudsman Service (FOS) free of charge.

    Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer the complaint outside the time limits.

    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR
    Telephone:  0300 123 9123 or 0800 023 4567
    Website: www.financial-ombudsman.org.uk

    Please do not hesitate to contact us should you wish to receive a hard copy of the Ombudsman’s consumer leaflet.