Complaints Procedure

NexusBank Ltd ("NexusBank", "we", "us") is committed to providing the highest standard of service. However, we recognise that there may be occasions when things go wrong and you may wish to complain. We treat all complaints seriously and will do our best to resolve your concerns quickly and fairly.

This Complaints Procedure explains how you can raise a complaint, what will happen once we receive it, the timescales we work to, and how to escalate your complaint to the Financial Ombudsman Service if you remain dissatisfied. This procedure is published in accordance with the Financial Conduct Authority's Dispute Resolution rules (DISP) in the FCA Handbook.

1. How to Make a Complaint

You can make a complaint about any aspect of our products or services using any of the following methods:

When making a complaint, it is helpful to provide as much detail as possible, including any relevant dates, transaction references, and the names of any staff members you have spoken to. This will help us investigate your complaint more efficiently.

2. What We Will Do

Once we receive your complaint, we will follow a structured process to investigate and resolve your concerns:

1. Acknowledge your complaint: we will acknowledge receipt of your complaint promptly. If you complain by phone, we will confirm the details of your complaint during the call. If you complain in writing, we will send a written acknowledgement within five business days.
2. Investigate thoroughly: your complaint will be assigned to a dedicated complaints handler within our Customer Relations team. They will review all relevant information, including account records, call recordings, and correspondence. They may contact you to discuss the complaint further or to request additional information.
3. Keep you informed: if we are unable to resolve your complaint within three business days, we will send you a written acknowledgement confirming the name of the person handling your complaint and the next steps in our process. We will provide regular updates on the progress of our investigation.
4. Provide a resolution: we will offer a fair and reasonable resolution based on the outcome of our investigation. This may include an apology, a correction to your account, a refund of charges, or financial compensation where appropriate.
5. Issue a final response: once our investigation is complete, we will send you a final response letter. This letter will explain the outcome of our investigation, the reasons for our decision, and any remedial action we have taken or propose to take.

3. Timescales

We aim to resolve complaints as quickly as possible. The following timescales apply in accordance with the FCA's Dispute Resolution rules:

• Within three business days: we will attempt to resolve straightforward complaints by the end of the third business day after the day we received your complaint. If we resolve your complaint within this timeframe, we will send you a written summary resolution communication confirming the resolution and informing you of your right to refer to the Financial Ombudsman Service if you are dissatisfied.
• Within eight weeks: for more complex complaints, we will aim to issue a final response within eight weeks of the date we received your complaint. If we are unable to provide a final response within eight weeks, we will write to you explaining the reasons for the delay and advise you of your right to refer your complaint to the Financial Ombudsman Service.

4. The Financial Ombudsman Service

If you are not satisfied with our final response, or if we have not resolved your complaint within eight weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is a free, independent service established by Parliament to resolve disputes between consumers and financial services firms.

You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response. The Financial Ombudsman Service will only consider complaints that we have had the opportunity to resolve first.

Referring your complaint to the Financial Ombudsman Service does not affect your legal right to take court action, although the Ombudsman will not adjudicate on a complaint that is the subject of court proceedings.

5. Financial Services Compensation Scheme

NexusBank Ltd is covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation if a firm is unable to meet its financial obligations. For deposits, the FSCS covers up to £85,000 per eligible depositor, per authorised firm. For joint accounts, the limit is £170,000.

For further information about the FSCS, visit www.fscs.org.uk or call 0800 678 1100.

6. Vulnerable Customers

We are committed to treating all customers fairly, and we recognise that some customers may be in vulnerable circumstances. If you have any additional needs, please let us know when you make your complaint and we will make reasonable adjustments to our process. This may include:

• allowing a trusted third party, such as a family member or carer, to act on your behalf (with appropriate authorisation);
• providing communications in alternative formats, such as large print, Braille, or audio;
• allowing additional time for you to respond to correspondence;
• offering telephone appointments at a time convenient to you;
• providing a dedicated point of contact throughout the complaints process.

7. Our Commitment to Improvement

We use feedback from complaints to improve our products and services. All complaints are recorded and analysed to identify recurring issues, root causes, and opportunities for improvement. Our Board receives regular reports on complaint volumes, themes, and outcomes, ensuring that customer feedback informs our strategic decision-making.

We publish complaint data twice a year in accordance with FCA requirements, including the number of complaints received, the proportion resolved within agreed timescales, and the proportion upheld. This data is available on the FCA's website.