Complaints

We aim to provide an excellent service. If things go wrong and you're unhappy, please let us know immediately so we can resolve the issue for you.

Please contact our complaints team by phone on 0131 370 1952, email at complaints@nucleusfinancial.com, or in writing to the following address:

Nucleus HQ
Greenside
12 Blenheim Place
Edinburgh
EH7 5JH

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

We'll issue an acknowledgement of your complaint by email or by letter, within three business days of receiving it. Our aim is to provide you with our final response within four weeks. If this isn't possible, we'll write to you and confirm when we'd 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'll seek to provide fair redress where we believe it's 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're satisfied with the outcome of your complaint, however, if our response doesn't 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 FOS, we'll consent to them considering your complaint even if you refer it outside the time limits.

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

Please contact us if you'd like to receive a hard copy of the Ombudsman’s consumer leaflet.