How we handle your complaint...
At NLA Mortgages, we are committed to providing a high standard of service. However, we appreciate that we don’t always get it right. When this happens we want you to tell us about it. Our Head of Business Support will review all customer feedback and address issues accordingly.
This page explains how we handle any complaint you may have and aims to demonstrate our commitment to customer service.
When and how will you hear from us...
If we are able to resolve your complaint within three working days, we will send you written confirmation of this
Where we cannot resolve your complaint within three working days, we will send a written acknowledgement within five working days. We will then undertake a full investigation, to enable us to make an informed assessment of your complaint.
We will send you a final response within eight weeks, which will:
- Let you know the outcome of our investigation
- If appropriate, advise you of what we intend to do to rectify the problem
- If we disagree with your complaint, clearly explain the reason why
Throughout the eight week investigation or until a final response is issued, we will keep you informed of our progress and we may contact you to ask you to provide further information regarding the issues you have raised.
How to contact us:
If we are unable to resolve your complaint within eight weeks, you may contact the NACFB.
1 Temple Avenue
London EC4Y 0HA
Telephone: 020 7489 2056
You may be able to refer your complaint to the Financial Ombudsman Service. You will be notified of this when we initially acknowledge receipt of your complaint.