How to make a complaint
You can tell us about your complaint by contacting us using any of the details below:
By phone: 01603 801 911
By email: email@example.com
By post: Norwich Trust, Floor 1 Norfolk Tower, 48-52 Surrey Street, Norwich, Norfolk NR1 3PA
By our online customer portal: myloan.norwichtrust.co.uk
Our complaint handling procedure
If we can, we will answer your concerns over the telephone. If we can find a solution to your complaint within three working days of receiving it, we will usually consider the complaint closed. You will be sent written confirmation of this.
If we are unable to answer your complaint within three working days, which may happen if we need some more information or to look into things in more detail, we will follow the process detailed below.
- We will send you a written acknowledgement of your complaint confirming the issue(s) you have raised promptly, usually within five working days.
- We will carry out a full investigation into the issue(s) you have raised.
- Once we have finished our investigation, we will send you a full written response. You should hear from us within eight weeks of us receiving your complaint but we always try and respond sooner if we can. Our response will explain how we have investigated your complaint and the outcome of the investigation. We will make sure all correspondence is in plain English.
- If we can’t provide a final response within eight weeks of receiving your complaint, we will write to you again, telling you when we think we will be able to respond. At this point, you may be entitled to refer your complaint to the Financial Ombudsman Service.
- If you are not fully satisfied with our final response, you can usually refer your complaint to the Financial Ombudsman. We will provide you details of how to do this in our final response letter.
The Financial Ombudsman Service
If you’re not happy with the response to your complaint, we have been unable to resolve your complaint or we haven’t responded within the timelines mentioned above, you may have the right to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is a free and independent body that acts as a kind of independent referee when complaints between customers and businesses cannot be resolved.
If you wish to refer your complaint to the Financial Ombudsman Service, you will need to do so within six months of the date of our final response.
Contacting the Financial Ombudsman Service
Phone: 0800 023 4567 or 0300 1239 123
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Time-limits for complaints
The Financial Conduct Authority as our regulator sets our complaint handling rules. One of the rules says that the Financial Ombudsman Service cannot consider a complaint where it is referred to them outside certain time limits.
It defines those limits as a complaint made more than:
1. six years after the event complained of; or (if later)
2. three years from the date on which the complainant became aware (or ought reasonably to have become aware) that he had cause for complaint;
If you think that you have a reason to complain about any element of the service you have received from us, you should let us know as soon as possible as a delay may mean that we will not consider your complaint.
If we believe that your complaint has been made outside these time limits, we will send you our final response letter which explains the reasons why we won’t consider your complaint.