Our Commitment

At nook every customer is important, and you have the right to a fair, swift and courteous service from us at all times.

If at any point you feel we have not provided the level of service you would expect from us and wish to make a complaint, please contact us by emailing the team: support@nook.io

‍Besides contact information, you should specify the circumstances of the complaint and attach any supporting documents on the basis of which you are making a complaint.

‍Nook complaints procedure

‍‍Raising a complaint to nook

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We are your first port of call for any queries or concerns, including complaints. We will handle will handle these complaints in line with our complaints process. We will acknowledge your complaint within 24 hours by email and following an investigation, we endeavour to respond back to you in detail within 15 working days of receipt of your complaint.

If we are unable to provide you with a final response within this time we will send you an update.

‍Raising a complaint to Currencycloud

We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, 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.

‍Raising a complaint to the financial ombudsman

‍If more than 35 working days from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you may be eligible to refer your complaint to the financial ombudsman service:

‍Financial Ombudsman Service

Exchange tower

London

E14 9SR

Phone: 0800 023 4567 or 0300 123 9123

Website: www.financial-ombudsman.org.uk

You must refer your complaint to the financial ombudsman within 6 months of the date on the final response.

More information can be found here: https://www.financial-ombudsman.org.uk/consumers/how-to-complain