Nosso is required to have in place clear and effective procedures for the reasonable and prompt handling of complaints. Each of our clients are important to us, and we believe you have the right to a fair, swift and courteous service at all times. This document sets out the complaints handling procedures that we will follow in the event that you make a complaint.
For the purpose of FCA requirements on complaints procedures (FCA Handbook) a complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial services activity. A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.
You can make a complaint by any reasonable means by letter, email and telephone, Written complaints can be sent to:
Nosso Limited, 13-17 Margett Street, Cottenham, Cambridge, Cambridgeshire, CB24 8QY
Your complaint will be referred to our Risk and Compliance Manager, as soon as possible. In the event that the Risk and Compliance Manager is involved in the subject matter of the complaint, your complaint will be referred to another Manager of Nosso Limited. We will promptly acknowledge your complaint in writing (within 3 working days). In this acknowledgement we will provide the name and title of the person that is handling your complaint. This individual will have the authority necessary to investigate and settle the complaint. We will also include a copy of this policy.
We will investigate your complaint fairly, consistently and promptly, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to you. If we decide that redress is appropriate we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer we will promptly provide compensation to you.
Once we have acknowledged your complaint we will keep you informed of our progress. Within 8 weeks of receiving your complaint we will send you either a final response or a written response which:
If we have not provider you with a final or written response within 4 weeks, we will provide you with a written update.
If we have resolved your complaint within 3 working days, then we will send you a Summary Resolution Communication (”SRC”).
Financial Ombudsman Service (“FOS”)
If you are an eligible complainant you are able to refer a complaint to the FOS if you are not satisfied with the outcome of your complaint. Your rights are set out in the FOS’s leaflet “Your Complaint and the Ombudsman” which we will provide to you as part of the Complaints process. Please remember that if you wish to refer a complaint to the FOS, you must do so within six months of receiving our final response. You should allow us to complete our internal Complaints Procedure before you refer your concerns to FOS.
We will regard your complaint as closed in the following circumstances:
Nosso Limited is committed to ensuring that all complaints received are handled fairly, consistently and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problems identified by a complainant. We will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future.
If you have any questions about our complaints process, please contact us at firstname.lastname@example.org, we are always happy to assist.