We are your first port of call for any queries or
concerns, including complaints. We will handle these
complaints in line with our complaints process.
We work with e-money and payments institution
partners in providing you with our service, such as
Currencycloud. These partners ultimately provides you with payments and e-money services in UK/EU/US and have
certain obligations as regulated financial services
institutions, including around complaints. We keep
them informed of the complaints we receive from you
regarding the regulated payments and e-money
services they ultimately provide to you. They oversee
how we handle complaints to ensure we do this to the
standard required under the regulations.
However, if for any reason your complaint regarding
your payments and e-money services has not been
acknowledged or dealt with by us, or if you have
concerns about the way it has been handled,
Currencycloud’s complaints information can be found
here: https://www.currencycloud.com/legal/complaints-procedure/
If you have a complaint to submit about your experience of working with Nord Financial Services, we would ask that in the first instance you submit your complaint in writing to compliance@nordfs.co.uk.
Please ensure that you include the following:
An overview of the service / product you were unsatisfied with;
The date and time of when the incident took place;
The result of the event / how it fell short of what was expected.
We acknowledge receipt of your complaint within 24 hours of receiving your email (or by the next working day). Our team will address your specific complaint within 5 working days, aiming to resolve the issue within 15 working days. In exceptional cases where a resolution isn’t possible within the initial 15 working days, we may take up to 35 working days from the date of receipt to provide a final response. We are committed to handling your concerns efficiently and transparently.
Should you wish to escalate your complaint further, you can contact and lodge your complaint with the Financial Ombudsman Service in the UK : https://www.financial-ombudsman.org.uk/make-complaint
