Complaints Policy

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:

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

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 Railsbank

Payaable (Nook) has been appointed as an Electronic Money Agent of PayrNet for the purposes of distributing and redeeming E-Money and providing payment services on behalf of its principal, PayrNet.

Where Payaable Ltd (Nook) fails to resolve a client's complaint within the 15 days time frame, or where the client feels that the complaint was not handled appropriately, (including cases where the complaint was not properly identified as a complaint), the client have the right to file a complaint to PayrNet if they believe that we provide our services improperly or our operations breach customers' rights or legitimate interests.

The filing of complaints and complaint handling process is free of charge at PayrNet. PayrNet shall accept complaints submitted in person (directly to Customer Service employee, verbally or in writing), by regular or registered mail (sending it to PayrNet's registered office or actual place of business: 138 Holborn, London, England, EC1N 2SW), email (at the address or through the digital channels provided by PayrNet's online and mobile platforms. Payrnet must be contacted in relation to the services directly provided by them, such as cards / ledgers.

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
E14 9SR
Phone: 0800 023 4567 or 0300 123 9123

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: