Legal

Complaints Procedure

If something is not right, we want to know. Here is how to tell us, and what happens next.

Tell us

Email nmax@ng1admin.co.uk or call 0115 933 8323. Complaints come straight to Nick, who handles them personally. Please include your account details and what has gone wrong so we can look into it properly.

What happens next

  • We will acknowledge your complaint within three working days.
  • We aim to resolve it within fourteen working days. If it is going to take longer, we will tell you why and keep you updated.
  • We will explain our decision clearly and set out anything we are going to put right.

If it relates to our regulated activity

We are supervised by HMRC for anti-money-laundering purposes. If your complaint concerns that regulated activity and you are not satisfied with our response, we will tell you how to escalate it further.