Complaint procedure
At Nebeus, customer satisfaction is our priority and we are committed to delivering excellent service. However, we understand that issues can occasionally arise and lead to concerns or complaints. This guide and FAQs will help you understand what a complaint is, how to file one and what to expect throughout the resolution process.
What is a complaint?
We define a complaint as any oral or written expression of dissatisfaction from or on behalf of a client, whether justified or not, which includes an actual or potential financial loss, material distress or material inconvenience.
Which rules apply to my complaint?
The Rintral Trading complaints rules apply to complaints:
- Made by, or on behalf of, an eligible complainant
- Relating to regulated activity only
- Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience
The Payment Service Regulations complaints rules apply to complaints:
- Made by, or on behalf of, any complainant
- Relating to the provision of payment services or electronic money only
- Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience
How can I submit a complaint?
To file a complaint, please follow these simple steps:
- Create a support ticket by clicking [here](URL).
- When prompted, select "Product: Nebeus account" and "Type of Request: Complaint" from the options provided.
- Add all the information and evidence that supports your claim.
Please note: The resolution time will only start once we confirm that we have all the information required to investigate your complaint.
Why does Nebeus have a Complaints Procedure?
Our Complaints Procedure explains how we handle customer concerns and complaints related to our services. It is designed to ensure transparency and fair treatment for all our clients.
Who is considered an eligible complainant?
Eligible complainants include consumers, microenterprises, charities, trustees of trusts, consumers in buy to let arrangements and small businesses.
Who is responsible for handling complaints at Nebeus?
Our Customer Service Manager is responsible for the initial assessment, while our Compliance Manager oversees compliance with the Complaints Procedure.
What happens once I file a complaint?
Once we receive your complaint, we will acknowledge it and carry out an impartial investigation. If your complaint does not include enough information to be investigated, the resolution timeframe will only start once we have everything we need.
How long does it take to resolve a complaint?
We aim to resolve every complaint as soon as possible, and within 15 business days. In exceptional circumstances, this period may be extended up to 60 business days.
What should I do if my complaint is unresolved after 15 business days?
If your complaint has not been resolved within 15 business days, we will send you a holding letter with an expected resolution date within 35 business days.
What if I'm not satisfied with the final response to my complaint?
If you are not satisfied with our final response, you have further options, including referring your complaint to an alternative dispute resolution entity.
Are there any fees for filing a complaint?
No, filing a complaint is completely free of charge.
How long does Nebeus keep records of complaints?
We keep records of complaints and their resolutions for three years.
What if I'm not sure whether my concern qualifies as a complaint?
If you have any doubts, we recommend reaching out to us. We will treat your enquiry seriously and guide you on the next steps.
Need help?
We hope this guide has helped you understand how we handle complaints at Nebeus. We are here to make sure your concerns are addressed promptly and fairly. If you have any further questions, please do not hesitate to contact us. Your feedback is very valuable to us.
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