Our Complaints Procedure

What to do if you have a complaint

We are committed to providing you with a high-quality service and customer experience at all times. If you feel that we have not offered you a first-class service please let us know and we will do our best to resolve the problem.

In the event that you are dissatisfied with the service provided, the first step is to complain to the person you were most recently dealing with, as they will be able to escalate your complaint as and where appropriate, to the relevant area. Alternatively, you can contact us with any questions or concerns about any aspects of the service which we provide.

You can do this by email at complaints@neyber.co.uk or in writing via our office address as shown on our website. Alternatively, call us on 0800 820 3103 or 0203 744 0552.

Please provide as much relevant background and information you can regarding your complaint so that we may begin thoroughly investigating the matter as soon as possible.

Below is a guide summarising how we will deal with your complaint.

Acknowledging your complaint

We will acknowledge your complaint within five working days.

Investigating your complaint

Your complaint will always be investigated by a member of staff of the appropriate level. We will process your complaint as quickly as we can and in order to deal with your complaint as thoroughly as possible we may contact you for additional information.

Resolving your complaint

The member of staff will analyse all relevant facts and come to a conclusion on whether your complaint should be upheld or not. We will make every effort to do this as soon as possible but in order to thoroughly investigate your case we may need to obtain information from other parties.

If we have been unable to resolve your complaint within four weeks of the date of your complaint, we will write to you explaining why and confirm the next steps we intend to take.

Informing you of our decision

We will inform you of the results of our investigation as soon as we are able and in any event, no later than eight weeks from the date of your complaint.

If we are able to resolve your complaint within three business days we will issue a Summary Resolution Communication letting you know the complaint is closed.

Where your complaint is resolved after three business days, we will issue a Final Response Letter setting out reasons for:

  • why we believe your complaint should be upheld and the intended settlement in light of this;
  • why we do not believe your complaint should be upheld but our intention to make a settlement; or
  • why we have been unable to uphold your complaint.

We hope to resolve your complaint to your satisfaction. However, if you remain dissatisfied, following receipt of our Final Response Letter you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of this letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.”

You may contact the Financial Ombudsman using the details below:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone Number: 0800 023 4567 or 0300 123 9123
Monday to Friday - 9am to 5pm

E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Gestures of goodwill

In some circumstances a contribution may be made to the customer as a gesture of goodwill. This does not admit liability for a mistake but recognises the value in building the Neyber brand within an employee workforce. It has been agreed that the Credit Operations Manager can approve payments up to the value of £100. All payments will be reported to the Risk Audit & Compliance Committee. Any sums above this level must be referred to the CEO for approval.

Where the goodwill payment equates to waiving or reimbursing a monthly loan payment, all cases must be referred to the CEO for approval.

The Complaints log has been amended to help track the incidences and value of all goodwill payments.

Data Privacy Complaints

Neyber’s provisions for compliance with the 2018 General Data Protection Regulation (GDPR) are detailed in our full privacy policy. If your complaint is about the processing of your personal data, it may be identified as a data privacy complaint. Data privacy complaints will be handled in a similar way to the general complaints method.

You can make a data privacy complaint by emailing our Data Protection Officer at complaints@neyber.co.uk or in writing via our office address as shown on our website. Alternatively, call us on 0800 820 3103 or 0203 744 0552. We will then follow the process outlined above.

If you are unsatisfied with the final response to your complaint, or you feel that Neyber has failed to comply with the GDPR whilst processing your personal data, you have the right to lodge a complaint with a supervisory authority (Information Commissioner’s Office) about our data processing activities (helpline: 0303 123 1113).

You also have the right to an effective judicial remedy against a legally binding decision, made by a supervisory authority, that affects you. This extends to a failure by the supervisory authority to inform you of progress on a complaint, within three months of it being lodged.

Requests to exercise your rights under the GDPR should be submitted via email at support@neyber.co.uk or by writing to us at Customer Services, Neyber Limited, 1st Floor, 3 Finsbury Avenue, London, EC2M 2AR.

Dispute resolution process

If you remain unhappy with the response provided by us or the Financial Ombudsman Service, there are a number of alternative options under the alternative dispute resolution (ADR) regulations you can pursue to resolve the complaint.

We recommend these options are considered before you go to the courts as the courts can be both expensive and time consuming. Your alternative options are:

  • Conciliation
  • Mediation
  • Arbitration

If you do not wish to pursue the above options, you can also refer your complaint to the courts and begin the process of litigation.
You may wish to contact Trading Standards or Citizens Advice for guidance on making and resolving complaints and using an approved alternative dispute resolution body.

Trading Standards: https://www.tradingstandards.uk
Consumer Helpline: 03454 04 05 06

Citizens’ Advice: https://www.citizensadvice.org.uk
Advice line: 03444 111 444

Get in touch

Got questions or need more information? Feel free to get in touch with us.

We're open Monday - Thursday 9am to 6pm, Friday 9am to 5pm. We are closed at weekends and on Bank Holidays. Call charges may vary.

Calls may be monitored or recorded for training or quality purposes.
Please note, we are not able to take applications by phone.

0800 820 3103

0203 744 0552

Financial wellbeing team: hello@neyber.co.uk

Support team: contactus@neyber.co.uk